IT Helpdesk Technical Specialist - Fixify

At Fixify, we believe IT support should be seamless, efficient, and empowering. Our mission is to help organizations scale the “care” in IT Helpdesk, turning technical challenges into success stories. We provide innovative solutions that simplify workflows, improve response times, and ensure IT teams can focus on what truly matters—helping people.

As an IT Helpdesk Technical Specialist, you will be at the frontline of technical support, ensuring smooth operations for our customers. You’ll work closely with customer IT teams, internal stakeholders, and fellow analysts to diagnose issues, implement solutions, and optimize processes. More than just troubleshooting, this role is about enhancing IT support through automation, problem-solving, and proactive improvements.

🔹 What You’ll Do

✅ Deliver hands-on technical support for end-users, ensuring prompt and effective issue resolution.
✅ Diagnose and troubleshoot IT problems across operating systems, applications, and networks.
✅ Collaborate with Engineering to develop IT automation workflows that reduce manual interventions.
✅ Maintain accurate records in ticketing systems like Jira and ServiceNow.
✅ Work cross-functionally with IT teams and stakeholders to improve processes and enhance user experience.
✅ Participate in shift rotations covering 24/7/365 support.

🔹 What You Should Bring

✅ Technical Expertise:

• Productivity Tools: Experience in Google Workspace, Microsoft 365, and Slack troubleshooting.
• Operating Systems: Strong knowledge of Windows & macOS support and issue resolution.
• Help Desk Platforms: Experience using Jira, ServiceNow, or FreshDesk.
• Networking: Familiarity with TCP/IP, common protocols, and network troubleshooting.
• Identity & Access Management: Understanding of user provisioning and access security.
• Mobile Device Management: Experience with JAMF or similar platforms is a plus.

✅ Non-Technical Skills:

• Strong interpersonal and communication skills—able to explain technical concepts to non-technical users.
• A proactive mindset—always looking for ways to improve processes and optimize workflows.
• Ability to prioritize and problem-solve under pressure.
• Team player—able to coordinate across organizations to resolve issues efficiently.

✅ Experience & Education:

• 2+ years of experience in an IT support role, preferably in a helpdesk environment.