Helpdesk Support Specialist

Role: Part-Time L1/L2 Helpdesk Support Specialist

Position Type: Contract
Duration: Approximately 6 Months
Start Date: End of August 2026
Location: Remote
Working Hours: Support coverage between 8:00 AM6:00 PM CST/ 6:30PM IST – 4:30AM IST

Role Overview

We are looking for a Junior L1/L2 Helpdesk Support Specialist to provide basic technical support, monitor and triage Jira tickets, and route issues to the appropriate teams.

Key Responsibilities

• Monitor and triage incoming Jira tickets.
• Assign and route tickets to the appropriate support teams.
• Handle basic L1/L2 support requests.
• Perform password resets and account unlocks.
• Provide basic Microsoft Office/Microsoft 365 support.
• Troubleshoot basic LMS/Canvas issues such as:
• Login and access issues
• Course access
• Navigation issues
• Browser-related issues
• Escalate complex or unresolved issues to the appropriate teams.
• Follow defined support and ticket management processes.

Required Skills

• 1–2 years of experience in Helpdesk, Service Desk, IT Support, or Technical Support.
• Hands-on experience with Jira for ticket monitoring, triaging, and routing.
• Good knowledge of Microsoft Office/Microsoft 365.
• Basic troubleshooting and problem-solving skills.
• Good communication and coordination skills.
• Ability to work independently in a part-time offshore support model.

Good to Have

Experience with any of the following technologies will be an advantage:

• Salesforce
• Calendly
• Mogli
• LMS/Canvas
• RingCentral (RingEX/RingCX)
• Admissions Connect
• Slate