Virtual Help Desk Support Specialist

Granite State Manufacturing (GSM) is a small business contract manufacturer providing complete in-house capabilities, including machining, US Navy-certified welding, wiring, assembly, and testing. GSM-built equipment is on every US Navy submarine. From prototype to production runs, GSM has the technical depth, program management, and manufacturing expertise to deliver performance-critical solutions. GSM has 5-axis machining up to 33ft long or 82in diameter and welding up to 35,000lbs.

About The Role

We are seeking a dedicated and resourceful Virtual Help Desk Support Specialist to join our Administrative team and provide top-notch assistance to clients and employees. In this hourly, full-time role, you will be the first point of contact for technical and administrative inquiries, ensuring smooth and efficient operations. This is a fantastic opportunity for someone with excellent problem-solving skills, superb communication abilities in English, and a passion for helping others in a virtual environment.

What You'll Do

• Respond promptly to help desk inquiries via email, chat, or phone in a professional and friendly manner.
• Troubleshoot basic technical issues, guiding users through problem resolution or escalating more complex issues to the appropriate teams.
• Provide support for administrative tasks, including account setup, system access requests, and data entry.
• Document and track all support interactions in the help desk system to ensure timely follow-up and resolution.
• Collaborate with other departments to address escalated concerns and optimize the user experience.
• Maintain up-to-date knowledge of company systems, applications, and processes to effectively assist users.
• Identify recurring issues and suggest improvements to processes or systems to enhance productivity and user satisfaction.
  
  

Qualifications

• Proficiency in English, both written and verbal, with excellent communication and customer service skills.
• Previous experience in help desk or customer support roles, preferably in a virtual or remote environment.
• Strong problem-solving skills and the ability to diagnose and resolve basic technical issues.
• Familiarity with common help desk ticketing systems and remote support tools.
• Basic knowledge of administrative and IT processes, including account management and troubleshooting software applications.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectively.
• Reliable internet connection and a dedicated workspace suitable for a remote work environment.
  
  

MUST BE AUTHORIZED TO WORK IN THE UNITED STATE OF AMERICA

The Pay Range For This Role Is

22.16 - 34.12 USD per hour(Remote (Lexington, Kentucky, US))