Help Desk Specialist - Technical Support

Location: Rio Rancho, USA
Contract Type: Permanent

• Support a leading retail organisation across multiple locations with fast, effective technical solutions


• Diagnose and resolve complex hardware and software issues using advanced troubleshooting skills


• Work with cutting-edge help desk software and remote-access systems


• Develop your technical expertise and advance your IT career with ongoing support and training

Company Overview

Our client is one of the largest retail organisations in the United States, operating thousands of stores across multiple states. They support their operations with extensive distribution and manufacturing infrastructure, serving hundreds of thousands of customers daily. The organisation is committed to innovation and continuous improvement, investing in digital solutions and technology to enhance customer experience and operational efficiency.

Our client is recruiting a Help Desk Specialist to join their technical support team. This is an excellent opportunity to advance your IT career within a large, established organisation where your technical skills and problem-solving abilities will make a real difference to daily operations.

Position Overview

As a Help Desk Specialist, you will provide essential technical support to end-users across the organisation, responding to support queries and resolving hardware and software issues efficiently. You'll work both in person and remotely, diagnosing complex problems, implementing effective solutions, and providing basic computer training. Your role is critical to keeping systems running smoothly and ensuring users can work productively.

Responsibilities

• Respond to client support queries via phone, in person, and through remote access


• Diagnose and troubleshoot complex hardware and software issues systematically


• Run software diagnostic tools and physically inspect hardware systems


• Guide clients through problem-solving processes with clear, patient communication


• Install, upgrade, and configure hardware and software systems


• Provide basic computer training to end-users


• Write training manuals and documentation for common issues


• Complete support tickets accurately and follow up with clients


• Maintain detailed records of issues resolved and solutions implemented

Requirements

• Bachelor's degree in computer science, information technology, or related field


• Minimum 1 year working experience as a help desk specialist


• Advanced knowledge of computer hardware systems, including circuit boards, memory modules, and processors


• Strong understanding of computer software systems, databases, office applications, and operating systems


• Advanced knowledge of help desk software and remote-access systems


• Excellent analytical and diagnostic skills


• Ability to troubleshoot complex hardware and software issues


• High-level communication and interpersonal skills


• Patience and understanding when working with users of varying technical abilities

Benefits

• Competitive salary and benefits package


• Ongoing technical training and professional development opportunities


• Career progression within a large, established organisation


• Access to mentoring and support from experienced technical teams


• Stable, permanent role with a market-leading retailer

Alongside these benefits, you'll join a customer-focused organisation that values teamwork, reliability, and continuous improvement. You'll work with supportive colleagues who are committed to delivering quality service and solving problems collaboratively.

How to Apply

To apply for this role, please submit your CV using the form below or email [email protected]