Help Desk Specialist

About the role

We are looking for a Help Desk Specialist to deliver phone‑based technical support to corporate and healthcare users within a 24/7 environment. The position requires handling a high volume of calls across first, second, and third shifts, providing prompt resolution of password, VPN, two‑factor authentication, printer, and other access‑related issues while maintaining excellent customer service.

Key responsibilities

• Answer 20–40 inbound support calls per shift, assisting primarily non‑technical users.
• Perform password resets, account provisioning, and resolve VPN connectivity problems.
• Configure, troubleshoot, and support two‑factor authentication (2FA) solutions.
• Troubleshoot printer and peripheral access issues.
• Log incidents and updates in the ticketing system, adhering to service‑level agreements.
• Collaborate with internal IT teams to escalate complex problems.
• Provide coverage across all three shifts, seven days a week, ensuring continuous support for the healthcare environment.

Required profile

• Previous experience in a Help Desk or IT support role.
• Strong customer‑service orientation and patience when dealing with non‑technical users.
• Ability to work independently during off‑peak shifts.
• Familiarity with healthcare data security and compliance standards is a plus.

Required skills

• VPN configuration and troubleshooting.
• Two‑factor authentication (2FA) setup and support.