Job Title - Senior Helpdesk Specialist

Work Mode- Hybrid/ WFO (4 days onsite-1 Day remote per week)

Work Location- Irving, Tx

Work Schedule: 7 AM - 6 PM

Position Summary:

We are seeking a Senior Helpdesk Specialist to provide exceptional technical support via phone and walk-up channels. Responsibilities include resolving Windows and Microsoft-related issues, software installation, troubleshooting, and managing support tickets. Proficiency with tools like Remedy, Active Directory, and Microsoft Azure is essential, along with knowledge of Windows 10 & 11, Mac OS & iOS, and Microsoft Office Suite. The role also involves handling advanced escalations and contributing to weekly knowledge base articles.

PRINCIPAL DUTIES AND RESPONSIBILITIES (May perform any or all of the following):

The Senior Helpdesk Specialist will deliver exceptional technical support via phone and walk-up channels. This role entails resolving basic and complex Windows and Microsoft-related issues encountered by employees, including application errors, system crashes, and network connectivity issues. Additionally, the Specialist will handle software installation and troubleshooting, as well as mild PC and hardware connectivity issues. Utilizing ticketing systems such as Remedy, Genesys, and Active Directory, along with proficiency in Microsoft Azure, PowerShell, OneNote, SharePoint, SCCM Remote Control Viewer, and TeamViewer, the Specialist will document and manage support requests effectively.

The ideal candidate should possess in-depth knowledge of computer systems and mobile devices running Microsoft Windows 10 & 11, Mac OS & iOS, Microsoft Office Suite, and Microsoft 365.

Furthermore, they will manage the incoming support ticket queue and undertake additional responsibilities as assigned. As an escalation point for more advanced tasks and troubleshooting, the Specialist will contribute to the creation of weekly knowledge base articles.

Preferred Education/Certification:

Minimum educational requirements include an Associate's Degree, accompanied by at least 5 years.

About BORDERLESSMIND

“We believe talented digital workers are available globally, but the opportunities are not.”

Since 1999, we have specialized in remote (offshore or nearshore) and onshore staff augmentation solutions. We have been a remote-first business a lot before it becomes cool to be one.

We help ambitious startups and enterprises build remote teams of employees from anywhere in the world, in any time zone.

Our global team skillfully delivers solutions by modernizing Software development, optimizing Cloud infrastructure, leveraging Automation and through emerging technologies.

We take pride in sharing that the average tenure of employees at BorderlessMind is 5 years historically. We work in a tight-knit environment where employees love to stay longer with us as we believe in caring for them through employee wellness initiatives and investing in enhancing the employee experience.

“The ‘Future of Work’ is here to stay. The World is truly Borderless.”

We are strategic talent partners for ISHIR, Digital Success brands and their employer on record.

We are Borderless Minded. Are You?