The Software Help Desk Technician will provide comprehensive technical assistance to users, troubleshoot software issues, and perform on-site installations. This position requires participation in overnight shifts and on-call support. Business hours (8 AM - 5 PM), with possibility for overtime outside of that time frame.

Key Responsibilities:

• Respond to user inquiries via phone, email, or chat, providing timely and effective solutions.
• Troubleshoot and resolve software issues, including installation, configuration, and functionality problems.
• Perform on-site installations of software, ensuring proper setup and user training.
• Document support interactions and solutions in the help desk ticketing system.
• Collaborate with development and engineering teams to escalate and resolve complex issues.
• Create and maintain user documentation, FAQs, and training materials.
• Participate in overnight shifts and be available for on-call support as required, with possibility for overtime.
• Assist in improving support processes and workflows.

Qualifications:

• High school diploma or equivalent
• Previous experience in a help desk or technical support role preferred, not required
• Basic understanding of software applications and troubleshooting methodologies.
• Experience with on-site installations and user training is a plus.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Familiarity with ticketing systems and remote support tools is a plus.
• Basic knowledge of programming or software development is advantageous.
• Availability for overnight shifts and flexible hours as needed.

Benefits:

• Competitive salary with overtime possibility
• Health, dental, and vision insurance
• Paid time off and holidays

• Opportunities for professional development and training