Help Desk

Cambridge, Massachusetts | Freelance | Job ID #63947 |
Posted Last Month
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We are seeking a Help Desk Specialist/IT Customer Support Associate to join our client hybrid onsite/remote position. We're looking for candidates with the following skillset and experience to fill the role. 


  • Monitor incoming service channels and ticketing systems, and respond to customer requests promptly
  • Manage a high-volume, fast-paced work queue filled with shifting priorities and many simultaneous pieces of work; maintain detailed and accurate ticket information
  • Troubleshoot and permanently resolve technical issues related to hardware/software, and create/use knowledge articles to aid in the resolution
  • Stay in close communication with customers on all open work, set and maintain appropriate expectations throughout interactions, and deliver superior customer satisfaction
  • Proactively escalate customer service issues, trends, and suggestions for product/process changes to senior peers or management
  • Work to consistently meet team key performance indicators and queue management guidelines
  • Assume additional responsibilities as required

Does this sound like you? Apply today! 

Employer Details:

  • Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
  • In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
  • Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
  • Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
  • Onward Search is a drug-free workplace.


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About Onward Search

Onward Search helps connect creative, marketing, and technology talent with top jobs at the nation's most recognized companies and digital agencies. We offer a full range of recruitment and staffing solutions to include freelance / contract, temp-to-perm, and permanent placement.