Helpdesk Support Specialist

Helpdesk Support Specialist

As a Helpdesk Support Specialist, you must be able to provide user guidance and first-level support by assisting with incident resolution. You must be able to provide solid customer service in a demanding environment and have strong interpersonal and communication skills to effectively communicate with end users. Qualified candidates are able to translate technical jargon and concepts to non-technical users.

Key Responsibilities

Serve as the first line of support for incoming IT requests via phone, email, or ticketing system.

Diagnose and troubleshoot hardware, software, and network issues.

Assist users with account setup, password resets, and access to systems or applications.

Document issues and resolutions in the helpdesk ticketing system to ensure proper tracking and knowledge sharing.

Escalate complex problems to Level 2/3 support teams when necessary.

Install, configure, and maintain computer systems, mobile devices, printers, and other IT equipment.

Provide end-user training and guidance on company systems and applications.

Maintain compliance with IT security and data protection policies.

Participate in routine system maintenance, updates, and IT projects as assigned.

Qualifications:

Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

Experience: 1–3 years of IT support/helpdesk experience preferred.

Strong knowledge of Windows and/or Mac operating systems, Microsoft Office/365, and common business applications.

Familiarity with networks, Active Directory, VPN, and remote desktop tools.

Excellent problem-solving and troubleshooting skills.

Strong communication and interpersonal skills with a customer-service orientation.

Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Compensation: This is a full-time position located in our Phoenix, AZ office. Competitive compensation commensurate on experience. Participation in company benefit offerings include, medical, dental, vision, 401(k)/matching, wellness, and more.

Next Steps: If you meet the requirements and are interested in applying for this role, please complete the online application, be sure to include a current resume and contact information. NO PHONE CALLS PLEASE.

About Team Velocity: Team Velocity is a SaaS technology provider serving the automotive industry. We provide an omni-channel marketing automation platform and retailing solutions to OEMs and dealerships nationwide. We are revolutionizing the automotive industry with cutting-edge technology to help dealers sell and service more cars. Made by dealers for dealers, Team Velocity's proprietary technology platform Apollo® analyzes consumer behavior to predict who will buy, what they will buy, and when they are ready to service. Apollo automates the entire communication process by delivering hyper-personalized campaigns across every touchpoint, maximizing ROI, and lifetime revenue. Our vision is to serve our clients with a single technology platform that empowers them to execute intelligent marketing across every online and offline channel. We aim to deliver a frictionless consumer experience, from the initial engagement to the final transaction. Our team members are hard-working and driven to achieve success for our clients and our unique culture promotes creativity, camaraderie, and success.