IT Support Specialist / Help Desk Analyst

Role Overview

This part-time, remote position for an IT Support Specialist / Help Desk Analyst at Novo Club involves delivering technical assistance to members and staff. The successful candidate will handle help desk inquiries via chat, email, and ticket systems, focusing on quick diagnosis and resolution of basic hardware, software, and networking issues. They will guide users through troubleshooting, escalate complex problems appropriately, and ensure smooth technical operations.

Key Responsibilities

• Provide timely technical support to Novo Club users across various platforms.
• Analyze and resolve hardware, software, and connectivity problems.
• Assist with configuration, account access, and secure usage of collaboration and learning applications.
• Monitor system performance and report issues as necessary.
• Document solutions and maintain an up-to-date knowledge base.
• Contribute to the refinement and enhancement of support procedures.

Qualifications and Skills Required

• Solid knowledge in Information Technology and hands-on experience in general technical support.
• Proficient in troubleshooting common hardware, software, and network connectivity issues.
• Understanding of network management and basic network security principles.
• Exceptional customer service skills with the ability to communicate effectively and patiently with users of varied technical backgrounds.
• Experience using remote support tools, ticketing systems, and collaboration platforms such as email, chat, and video conferencing.
• Capability to work autonomously in a remote setting, handling multiple requests and prioritizing tasks efficiently.
• Relevant education, certifications, or practical experience in IT, computer science, or similar disciplines are advantageous.
• Genuine interest in supporting student communities aligned with Novo Club’s core mission and values.