IT Help Desk Specialist

Are you passionate about technology and have experience with electronics hardware and software projects? Are you excited about the potential of smart devices, including software, hardware, and operating systems?

If so, we want you! Join us and use your knowledge and communication skills to help our customers integrate technology effectively into their businesses, enhancing value and efficiency.

About Us

Optisigns, the worldwide leader in this space, giving our clients a competitive advantage since 2016. The value we bring to our customers comes from our understanding of their challenges, feature-rich software platform, ease of use, with advanced AI and IoT

Responsibilities

Responsible for providing technical assistance and support for customers using our application via phone, email and Zoom calls. Works primarily from a helpdesk location. Run diagnostics, isolate problems, resolve technical issues, and determine and implement solutions. Must have exceptional customer service.

Primary responsibilities

• Provide technical assistance and support for incoming queries and issues related to OptiSigns application.
• Become an expert in our software and hardware solutions, including Windows, Android, Raspberry Pi, Linux, and other devices.
• Respond to end-user problems over the phone, Zoom call & ticket system.
• Write/update technical documents related to help desk articles.
• Ask questions to determine the nature of the problem.

• Walk customers through the problem-solving process.
• Run diagnostic, troubleshooting on Windows, Android, and other devices

• Follow up with customers to ensure the issue has been resolved.

• Gain feedback from customers about application usage
• Run reports to determine malfunctions that continue to occur.
• Escalate issues to designated tier 2 staff as necessary.

Requirements

• Good understanding of audio / video and other embedded hardware and software.
• Familiarity with images, applications, and projects related to A/V and embedded systems.
• Creative thinking and problem-solving abilities.
• Ability to work collaboratively in team settings.
• Strong communication skills to explain technical concepts to non-technical users.
• 8 hour shift
• Monday to Friday
• On call

Experience:

• Windows: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

Benefits

• Health Insurance
• Dental insurance

• Vision Insurance
• Paid time off
• WFH 1 day a week, at management discretion.