Help Desk Associate Specialist

About the role

We are looking for a Help Desk Associate Specialist to provide first‑level technical assistance for ResultsCX’s Microsoft Windows environment across all offices and remote employees. The role involves handling incidents, service requests and alerts through multiple channels while ensuring compliance with service level agreements.

Key responsibilities

• Log, attend, and monitor incidents and service requests received via phone, email, chat or voicemail and resolve them within SLA.
• Escalate unresolved tickets to Help Desk Specialists or relevant internal teams such as NOC, Telecoms Engineering, Systems Engineering, SOC, and IT Security.
• Monitor and respond to server/system alerts generated by network and server monitoring tools.
• Provide password resets, account unlocks and MFA setup for end users.
• Assist users with Microsoft applications including OneDrive, Office, Teams and Outlook (non‑administrative tasks).
• Create PagerDuty notifications for outages and coordinate outage collaboration bridges.
• Hand off severity‑2 outages to NOC and severity‑1 outages to senior Help Desk specialists, and monitor until closure.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent education and experience.
• At least 1 year of customer support, help‑desk or service‑desk experience.
• Basic knowledge of Network Operations Center (NOC) environments and technical troubleshooting.
• Familiarity with Windows client operating systems from XP to Windows 10.
• Understanding of wired and wireless network concepts.

Required skills

• Microsoft Windows OS (XP‑10)
• Microsoft Office suite, OneDrive, Teams, Outlook
• Basic networking protocols: TCP/IP, DNS, DHCP, FTP, HTTP
• Network monitoring tools such as OpenNMS or Whats Up Gold
• IT Service Management (ITSM) ticketing systems
• PagerDuty incident management
• Password reset, account unlock and MFA configuration