Help Desk Support Specialist

About the role

OpenSesame is looking for a Help Desk Support Specialist to be the first point of contact for its remote workforce. You will investigate, troubleshoot, and resolve technical issues while supporting employee onboarding and maintaining documentation.

Key responsibilities

• Receive and triage Tier 1 support tickets via the ticketing system.
• Diagnose and resolve hardware, software, and login‑related problems.
• Provision user accounts and manage access permissions.
• Set up workstations, install software, and configure peripherals.
• Maintain and update internal knowledge‑base articles and IT documentation.
• Assist with employee onboarding by preparing equipment and system access.

Required profile

• Strong written and verbal communication skills.
• High attention to detail and ownership of issues through resolution.
• Ability to support non‑technical users in a fast‑paced environment.
• Comfort with ambiguity, root‑cause analysis, and structured troubleshooting.

Required skills

• Proficiency with ticketing systems (e.g., ServiceNow, Jira Service Management).
• Experience using IT documentation tools.
• Hardware setup and workstation deployment.
• Software installation and configuration.
• User account provisioning and access management.