Job Title - Senior Helpdesk Specialist

Duration - Long Term

Work Mode- Hybrid/ WFO (3 days onsite per week)

Work Location- Irving, Tx

Position Summary:

We are looking for a candidate who's expert in providing exceptional technical support via phone,resolving basic Windows and Microsoft-related problems employees encounter, including application errors, system crashes, and network connectivity issues. This role will also be the escalation point for more advanced tasks and troubleshooting more difficult issues. Plus, provide training to the Tier I technicians allowing growth in knowledge.

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

• Provide exceptional technical support via phone.

• Resolve basic Windows and Microsoft-related problems employees encounter, including application errors, system crashes, and network connectivity issues.

• Create New Hire Profiles and software installs and troubleshoot basic issues pertaining to applications or PC connectivity issues.

• Utilize a ticket system for documentation & support systems as Genesys, Active Directory, Microsoft Azure, Powershell, One Note, SharePoint, SCCM Remote Control Viewer & Team Viewer.

• Must have In-depth knowledge of computer systems and mobile devices running Microsoft Windows 10 & 11, Mac OS & iOS, Microsoft Office Suite & Microsoft 365.

• Along the side of managing the incoming support ticket queue & Other related duties as assigned.

MINIMUM REQUIREMENTS

• 5 years of related professional-level experience in technology support preferably on an IT solutions desk

• Any equivalent combination of education and/or experience may be substituted for the above.

• Must be able to obtain CJIS Certification.

• Must be able to obtain CJIS Certification

• Associates or Bachelor's Degree in an IT related field preferred.

• Two years of corporate help-desk experience preferred

• Works in an office and/or airport terminal environment.

• Uses keyboard devices and computer monitors.

• Uses reasoning abilities in performing analysis and solving problems.

• Frequently exerts forces equivalent to lifting minimally 50+ pounds Must be able to use ladders and scissor lifts as required from time to time.

• Communicates effectively by telephone, in writing and in person.

• Uses near-visual acuity in reading written documents.

• Drives to locations on Airport property.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

EFFORT

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?