Position Summary

The Helpdesk Support Specialist is an advanced technical position within the Helpdesk team. This role exists to strengthen Helpdesk effectiveness through deeper technical support, structured onboarding and training, quality reinforcement, and operational coverage during periods of increased demand or reduced availability.

Skill Requirements

The Helpdesk Support Specialist should exhibit:

• Advanced Technical Troubleshooting: Demonstrated ability to resolve complex or ambiguous issues beyond typical Helpdesk scope.
• Training & Enablement: Ability to explain technical concepts clearly and translate day-to-day Helpdesk work into teachable standards.
• Operational Awareness: Strong understanding of Helpdesk queue management, phone coverage needs, and handoffs to other teams.
• Quality & Consistency: Detail-oriented with a focus on completeness, standardization, and reducing rework.
• Communication: Clear, calm, and professional communication with both clients and internal teammates, especially during high-impact or high-volume situations.

Essential Duties and Responsibilities

The Helpdesk Support Specialist is responsible for:

• Helpdesk Coverage (L2 Support): Provide advanced technical support within the Helpdesk queue and Helpdesk board as needed.
• Technical Training & Onboarding: Help formalize, maintain, and improve the Helpdesk teammate onboarding experience.
• Phone Queue Backup: Provide backup coverage for Helpdesk phone queues during peak times, call surges, or teammate absences.
• Quality Control (QC): Perform or support quality control for new workstation setups and new user creation.
• Scheduling & Handoff Support: Support Helpdesk-related scheduling coordination as assigned.
• Onsite Flex Support: Flex into onsite support when needed to help cover urgent needs or workload imbalances.

This is not a comprehensive list of the responsibilities and duties associated with the position. Additional tasks may be assigned to the Teammate from time to time and the scope of this position may change as necessitated by business demands.

Measures of success

We feel it is important to know what it means to be successful in this position. This is what success looks like for someone in this job:

• Reduced rework and follow-up tickets related to new workstation and new user setup.
• Improved Helpdesk resilience during volume spikes due to reliable L2 & phone coverage support.
• Clearer handoffs and fewer scheduling-related surprises downstream.
• Helpdesk teammates feel supported, coached, and better equipped.