Solutions Desk Specialist
The Solutions Desk Specialist serves as the first point of contact for employees across Netlink Voice and its affiliated brands who need IT support, technical assistance, or help navigating technology-related issues. This role combines customer service, technical troubleshooting, and cross-team coordination. The ideal candidate is friendly, professional, highly organized, and technically curious — comfortable answering calls, understanding a user's problem, resolving common issues, and coordinating with the appropriate technical, security, infrastructure, application, or business team when additional expertise is required.
Ideal Candidate
We're looking for someone with a service-first mindset and strong technical aptitude. They don't need to know the answer to every technical problem, but they should know how to ask the right questions, troubleshoot logically, find the right resource, and take ownership until the employee gets the help they need. The ideal person is:
- Warm, professional, patient, and confident on the phone
- An excellent communicator and active listener
- Comfortable working with both technical and non-technical employees
- Technically curious and capable of learning new systems quickly
- Organized and able to manage multiple requests simultaneously
- Strong at problem solving and basic IT troubleshooting
Key Responsibilities
- Serve as the front line and primary point of contact for the Solutions Desk via phone, email, chat, and support tickets.
- Provide an excellent internal customer experience and make employees feel that their issue is understood and owned.
- Troubleshoot and resolve common IT issues involving computers, accounts, applications, connectivity, access, peripherals, and other workplace technology.
- Gather the right information, document issues clearly, and prioritize requests based on urgency and business impact.
- Route and escalate complex requests to the appropriate internal team while remaining the bridge between the employee and technical teams.
- Follow up on open requests and help drive issues through to resolution rather than simply transferring them.
- Coordinate support across multiple company brands, departments, locations, and technical teams.
- Identify recurring issues and contribute to documentation, knowledge-base articles, and improvements to Solutions Desk processes.
- Maintain clear communication with employees throughout the lifecycle of their request.
Required Education & Experience
- Associate's degree or equivalent required.
- 2+ years of relevant experience in customer service, help desk support, or basic IT troubleshooting.
Preferred Skills
- Customer service and phone support
- Help desk / ticketing systems
- Microsoft 365/GSuite
- Windows/macOS support
- User account and access support
- Strong written and verbal communication
Pay: $38,000.00 - $42,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Education:
Experience:
- Customer support: 2 years (Preferred)
Ability to Commute:
- Flowood, MS 39232 (Required)
Willingness to travel:
Work Location: In person
