Helpdesk Support Specialist--Internal Hire Only

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.
  • Strong pattern recognition and root-cause thinking to reduce repeat issues.
• Training & Enablement
  • Ability to explain technical concepts clearly and translate day-to-day Helpdesk work into teachable standards.
  • Comfortable coaching and supporting newer Helpdesk teammates through shadowing, feedback, and reinforcement.
• Operational Awareness
  • Strong understanding of Helpdesk queue management, phone coverage needs, and handoffs to other teams.
  • Able to balance multiple priorities while keeping the queue healthy.
• Quality & Consistency
  • Detail-oriented with a focus on completeness, standardization, and reducing rework.
  • Comfortable using checklists and standards without adding unnecessary complexity.
• 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.
• Reinforce established Helpdesk priorities:
  • Queue first
  • Helpdesk board second
  • Other work third
• Assist with complex tickets, edge cases, and volume spikes to maintain service stability.
• Technical Training & Onboarding
• Help formalize, maintain, and improve the Helpdesk teammate onboarding experience.
• Support training efforts through documentation, walkthroughs, shadowing, and coaching.
• Partner with in-house Trainer to ensure Helpdesk onboarding aligns with broader technician development initiatives.
• Phone Queue Backup
• Provide backup coverage for Helpdesk phone queues during peak times, call surges, or teammate absences.
• Help ensure consistent, confident call handling and client experience.
• Quality Control (QC)
• Perform or support quality control for new workstation setups and new user creation.
• Help reinforce standards and expectations that reduce follow-up tickets and rework.
• Scheduling & Handoff Support
• Support Helpdesk-related scheduling coordination as assigned.
• Assist with improving clarity and consistency in handoffs between Helpdesk, scheduling, and service teams.
• Provide limited backup support related to scheduling workflows (including backup coverage as assigned under the current resourcing model).
• Onsite Flex Support
• Flex into onsite support when needed to help cover urgent needs or workload imbalances, while maintaining awareness of Helpdesk capacity and priorities.

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.