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Help Desk Support Specialist
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StaffingAI
Remote
Full-Time
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Job Description
Help Desk Support Specialist (CIRA / TAC) About the Role The County Information Resources Agency (CIRA), a division of the Texas Association of Counties (TAC), is seeking a Help Desk Support Specialist to provide essential technical and customer support to our external customers. In this role, you will serve as the front-line IT support , ensuring users have seamless access to email, web services, and other critical applications. You ll work closely with customers to troubleshoot issues, manage Office 365 environments, and support a variety of web-based platforms. This is a great opportunity for someone who enjoys problem-solving, customer interaction, and working with modern cloud technologies in a collaborative environment. Key Responsibilities Provide timely and professional technical support via phone, email, and help desk ticketing system Troubleshoot and resolve issues related to CIRA and TAC products and services Log, track, and manage support tickets, ensuring timely resolution and customer satisfaction Escalate complex issues as needed and monitor progress through resolution Administer and support Microsoft Office 365 , with a focus on Exchange Online Manage user accounts, including access provisioning, password resets, and login troubleshooting Support customer website updates, including content postings and issue resolution Assist with additional systems such as community message boards and learning management systems Maintain accurate documentation of support activities and generate reports on trends and metrics Contribute to knowledge base articles and user guides to promote self-service Educate customers on effective use of systems and tools Participate in special projects to improve service delivery and support processes