Hello,

Innova Solutions is immediately hiring for a Help Desk Specialist 2
Position type: Fulltime/Contract
Duration: 12 months contract
Location: Springfield, MA

Work Mode: 100% Onsite

As a Help Desk Specialist 2, You will:

Job Description:
The IT Help Desk Specialist serves as the first point of contact for all technical support issues at an enterprise level. This role involves guiding, assisting, coordinating, and following up on client questions, problems, or malfunctions related to all systems applications, hardware, and software managed by IT. Responsibilities include analyzing simple to moderately complex inquiries, determining the appropriate technical area or vendor to resolve issues, and consulting with Technical Advisors and IT professionals when needed. The specialist must alert the client community and team members when major problems are suspected and possess sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries. The role demands strong analytical and communication skills, sound judgment, and the ability to work effectively with clients and other Systems Division staff.

Key Responsibilities:
Interpret, evaluate, and resolve telephone inquiries related to the functional operation of installed applications, hardware, and software.
Provide high-quality, accurate, and time-sensitive service in a high-volume help desk call center environment.
Deliver exceptional customer service and technical support by troubleshooting, triage, and managing the incident lifecycle.
Utilize knowledge articles, the internet, or seek advice from peers to resolve issues.
Escalate issues to next-level support when solutions are unknown or cannot be found within defined timeframes.
Resolve 70% or more of incidents at the first point of contact and achieve performance goals and increased productivity.
Skills and Qualifications:
Strong written and oral communication skills.
Exceptional customer service and soft skills.
Demonstrated problem-solving and troubleshooting abilities.
High attention to detail and impact.
Self-motivated and goal-oriented with the ability to work in a fast-paced and changing environment.
Experience in a call center environment.
Associates degree preferred; High School Diploma or GED required.
English proficiency (Read, Write, Speak).

Onsite presence required in Springfield, MA.
Hours: 7:00 AM - 7:00 PM, Monday-Friday with 8-hour shifts (40 hours per week).

We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW.

Thank you!
Anshima Chachondia
Associate Recruitment

PAY RANGE AND BENEFITS:

Pay Range: $21 to $23 per hour
Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Benefits:Innova Solutions offers benefits (based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions:

Named One of America's Best Employers for New Grads by Forbes 2024
Named One of the Best Companies to Work for by U.S. News & World Report (Private Companies List, 2024-2025)
One of the Largest IT Staffing Firms in the US - Ranked #3 by Staffing Industry Analysts (SIA, 2024)
One of the Largest Staffing Firms in the US - Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics)
Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023)
One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024)
AWS Advanced Tier Services Partner with 100+ certifications

Website: https://www.innovasolutions.com/

Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need reasonable accommodation to assist with your job search or application for employment, please contact us at or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (Hire Genics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. * 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.