Granite State Manufacturing (GSM) is a small business contract manufacturer providing complete in-house capabilities, including machining, US Navy-certified welding, wiring, assembly, and testing. GSM-built equipment is on every US Navy submarine. From prototype to production runs, GSM has the technical depth, program management, and manufacturing expertise to deliver performance-critical solutions. GSM has 5-axis machining up to 33ft long or 82in diameter and welding up to 35,000lbs.

About The Role

We are seeking a dedicated and professional Helpdesk Specialist to join our Customer Support team. This hourly, full-time position plays a critical role in ensuring our customers and internal teams receive timely and efficient support. As the first point of contact for technical inquiries and service issues, you'll leverage your problem-solving skills, technical knowledge, and exceptional communication abilities to deliver world-class assistance in English.

What You'll Do

• Serve as the first point of contact for customers and employees seeking technical assistance via calls, emails, or chat.
• Diagnose and resolve technical issues by guiding users through troubleshooting steps or escalating to the appropriate team when necessary.
• Track, prioritize, and document support cases in the ticketing system to ensure timely follow-up and resolution.
• Collaborate with internal teams to identify recurring issues and propose solutions for long-term fixes.
• Provide users with guidance on best practices and proactively enhance their understanding of our products or systems.
• Maintain a high level of professionalism and empathy while addressing customer concerns.
• Support IT setup and maintenance for internal tools and platforms as needed.

Qualifications

• Proficiency in English, both verbal and written, with excellent communication skills.
• Previous experience in a helpdesk, technical support, or customer support role is preferred.
• Basic understanding of computer systems, software, and networking concepts.
• Strong problem-solving skills with a focus on attention to detail and accuracy.
• Ability to manage multiple tasks and prioritize effectively under pressure.
• Familiarity with helpdesk ticketing systems or CRM tools is a plus.
• A friendly, patient, and client-focused attitude with a commitment to solving customer issues.

MUST BE AUTHORIZED TO WORK IN THE UNITED STATE OF AMERICA