Helpdesk Support Specialist

Description

We are looking for a Helpdesk Support Specialist to join the IT Service Desk team supporting users across the United States and Canada within a global aerospace and defense organization.

Requirements

• Provide first-line technical support for hardware, software, network, and telecommunications systems.
• Diagnose, identify, and isolate technical issues based on user reports and incidents.
• Resolve incidents promptly or escalate more complex cases to specialized support teams.
• Log and track tickets in the ITSM system while adhering to agreed service levels (SLAs).
• Support remote users, including VPN and remote access connectivity.
• Assist with mobile device support and encrypted USB devices.
• Maintain user accounts and access in restricted and shared working environments.
• Create and update operational procedures and technical documentation.
• Communicate system alerts, outages, and service updates to end users.

Responsibilities

• Basic knowledge of Microsoft operating systems.
• Required languages: Polish (fluent), English (min. B2) and French (min. B2).
• Experience supporting Microsoft Outlook and the Microsoft Office suite.
• Strong customer service orientation and communication skills.
• Ability to work independently and collaboratively within a team environment.
• Professional telephone etiquette.