Technical Support and Service Desk

Contract, Contract-to-Hire, and Direct Hire Services
Careful Introductions By People
Who Understand Tech Support Roles

At ProFocus, we bring experience to the table when it comes to placing Technical Support and Helpdesk roles. Our track record of success in helping clients find the talent they need speaks for itself. With a strong background in Fortune 500 companies, we’ve consistently delivered results in critical environments, giving you the confidence that we can do the same for you. 

Since 2014, we’ve been specializing in technology roles, accumulating a decade’s worth of experience and a deep understanding of the intricacies involved: 

  • We zero in on the right candidates. Not all tech support roles are the same and we understand the differences. You’ll benefit when we find the right candidates and not send you the wrong ones.
  • We understand nuances of tech support, such as the variety of frameworks and the domain knowledge necessary for each project. 
  • We understand your tech environment. We dig in to understand the key differences.
  • We have an extensive network of talent. We’re constantly engaged in filling tech support roles for our clients, which ensures that our talent pool remains fresh and dynamic.
  • We pay attention to the details. You need specific skills and background and culture fit.  We carefully consider these in candidates and only introduce accurately matched candidates.

Our unique business approach emphasizes quality over quantity, resulting in fewer introductions but better candidates. We’re all about technology – it’s the one thing we do, and we do it exceptionally well. This focus on technology allows us to make superior candidate matches for our clients while providing a top-notch experience for our consultants.

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We have the right talent for your project or team. Tell us about your needs.

We are not just recruiters; we are true analysts of tech job roles.

We understand the nuances of technologies, tech skills, job roles, team dynamics, pay levels, talent availability, and much more. With us, you get a partner who goes beyond just finding candidates – we help you build high-performing tech teams. 

FAQ Tech Support Professionals

What skills and experience should I look for?

For help desk or technical support roles, ProFocus consider candidates with a blend of technical knowledge, problem-solving abilities, and strong communication skills. Key qualifications include:

  • Technical Expertise: Familiarity with the operating systems, software, and hardware your organization uses. Knowledge of network basics, troubleshooting, and remote support tools is also valuable.
  • Problem-Solving Skills: Ability to diagnose issues quickly and effectively. Look for candidates who are analytical and can think on their feet.
  • Customer Service: Excellent interpersonal and customer service skills are crucial. Candidates should be patient, empathetic, and capable of handling stressful situations gracefully.
  • Communication: Strong verbal and written communication skills, enabling them to explain complex technical issues in simple terms to non-technical users.
  • Experience with Help Desk Software: Familiarity with ticketing systems and help desk support tools is a plus, as it streamlines the process of managing and resolving issues.
  • Certifications: Certifications like CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation can indicate a solid foundation in IT principles and best practices.
  • Adaptability and Learning Ability: Technology evolves rapidly, so a willingness and ability to learn new technologies and adapt to changes are important.
What are other titles for helpdesk and support positions?

IT Support roles look different at each organization and can be confusing when comparing resumes of candidates ProFocus works with and understands these role that have titles such as:

  • Help Desk Support
  • Desktop Support
  • IT Support Specialist
  • IT Support Technician
  • IT Support Engineer
  • IT Support Analyst
  • IT Helpdesk Analyst
  • IT Service Desk Analyst
  • IT Service Desk Engineer
  • IT Service Desk Manager
  • IT Service Desk Team Lead
  • IT Service Delivery Manager
  • Technical Support Engineer
  • Technical Support Analyst
  • Technical Support Specialist
  • Technical Support Consultant
  • Technical Support Manager
  • Technical Support Team Lead
  • IT Operations Support Specialist
  • IT Operations Support Analyst
  • ⁠Desktop Support Technician
  • Desktop Support Specialist
  • Desktop Support Analyst
  • Desktop Support Manager
  • Application Support Analyst
  • Application Support Engineer
  • Application Support Specialist
  • Software Support Analyst
  • Network Support Technician
  • Network Support Engineer
  • Network Support Specialist
  • Network Support Analyst
  • Network Support Manager
  • Infrastructure Support Engineer
  • Infrastructure Support Analyst
  • Infrastructure Support Specialist
  • Systems Support Technician
  • Systems Support Analyst
  • Systems Support Engineer
  • Systems Support Specialist
What skills are essential for Technical Support and Helpdesk professionals?

Candidates should have strong problem-solving skills, technical knowledge relevant to the products or services, excellent communication abilities, and a customer-first attitude. Familiarity with helpdesk software and remote troubleshooting tools is also important. For more specialized technical support roles, deeper technical expertise in specific technologies or platforms may be required. Examples of technologies and tools we see include but are not limited to:

  • Brosix
  • Asana
  • Guru
  • Zoho Serveys
  • Kontentino
  • VirtualBox
  • Ultimate BootCD
  • Gedit
  • Notepad++
  • Bugzilla
  • Osticket
  • ITIL
  • IT Service Management (ITSM)
  • CMMI
  • BiSL
  • MOF
What are common tech environments for helpdesk and technical support roles?

The choice of environment depends on project needs and team preferences, directly influencing productivity and project success. Some common examples that ProFocus consultants have experience with include:

Common tech environments for helpdesk and support roles include a combination of hardware, software, and networking tools designed to enable efficient troubleshooting, communication, and customer service. Key components often include:

  • Helpdesk/Service Desk Software: Tools like Zendesk, Freshdesk, or ServiceNow for ticketing, issue tracking, and customer communication.
  • Remote Desktop Software: Applications such as TeamViewer, AnyDesk, or Microsoft Remote Desktop for accessing and troubleshooting remote systems.
  • Knowledge Base and Documentation Tools: Platforms for creating and managing FAQs, how-to guides, and troubleshooting articles to support both staff and customer inquiries.
  • Customer Relationship Management (CRM) Systems: Software like Salesforce or HubSpot CRM to track customer interactions, history, and feedback.
  • Communication and Collaboration Tools: Services such as Slack, Microsoft Teams, or email platforms for internal communication and coordination.
  • Network Monitoring and Management Tools: Utilities for overseeing network performance and security, like SolarWinds, Nagios, or PRTG Network Monitor.
  • Operating Systems: Familiarity with a range of operating systems (Windows, macOS, Linux) to support diverse user environments.
How does ProFocus vet candidates for support and helpdesk role roles?

At ProFocus, we conduct a thorough screening process that includes technical assessments, behavioral interviews, and soft skills evaluation to ensure candidates not only have the necessary technical abilities but also excel in customer service and communication. Our aim is to match professionals who can effectively address technical issues while providing exceptional customer experiences.

At ProFocus, we are analysts of tech roles and we will ask detailed questions about your JavaScript roles like:

  1. Can you describe the primary responsibilities for this role?
  2. Are there any other technologies ) that the developer will need to work with?
  3. What level of experience are you looking for (junior, mid-level, senior)?
  4. What type of projects will the developer be working on, and what will their role be within the team?
  5. How does the team manage quality assurance?
  6. Are there any soft skills or particular traits that would make a candidate a great fit for your team’s culture?
  7. Is there a preference for candidates with experience in specific industries or types of projects (e.g., e-commerce, enterprise applications)?
  8. What is the expected timeline for project delivery, and what are the key milestones?
  9. How does this role fit into the larger goals of the technology department and the company as a whole?
What industries do staffing companies provide services for?

ProFocus provides technology professionals in a variety of industries including:

  • Government  
  • Education  
  • Agriculture  
  • Energy / Natural Resources  
  • Services 
  • Manufacturing  
  • Financial / Banking / Insurance / Real Estate  
  • Healthcare  
  • Retail / E-commerce  
  • IT & Telecom 
How can a staffing agency assist in hiring technical support and helpdesk professionals?

At ProFocus, we assist in hiring Technical Support and Helpdesk professionals by leveraging our deep network of talented individuals who specialize in technical support and customer service. We conduct thorough screenings to assess technical skills, problem-solving abilities, and communication proficiency, ensuring candidates meet the specific requirements of your roles. Our knowledge of industry standards and technical competencies allows us to quickly identify candidates who not only have the necessary technical expertise but also align with your company’s culture and values. By partnering with ProFocus, you gain access to a pool of pre-vetted professionals ready to contribute to your success, streamlining your hiring process and ensuring you find the right fit for your team.

What skill levels can staffing companies provide?

Staffing companies typically provide all skill and experience levels. Here at ProFocus we specialize in highly-skilled, senior technologist but have a talented network of all levels including:

  • Junior
  • Mid-Level
  • Senior
  • Architect
  • Lead
  • Supervisor
  • Manager
  • Director
  • VP
Do staffing companies provide on-site, remote, and hybrid talent?

Staffing companies typically can staff on-site or remote/hybrid. At ProFocus we have a range of offerings including:

  • On-Site
  • Remote
  • Hybrid
  • Nearshore
  • Offshore
What is the difference between Technical Support and Helpdesk roles?

Technical Support roles typically focus on resolving technical issues related to products or services, requiring a deep understanding of the technology involved. Helpdesk roles, however, often serve as the first point of contact for technical queries, providing general assistance and routing more complex issues to the appropriate teams. Both roles are crucial for ensuring customer satisfaction and efficient problem resolution.

Talent Satisfaction

  • ProFocus Net Performer Score (NPS) 87.5% 87.5%
  • Average Staffing Industry 18% 18%

Client Satisfaction

  • ProFocus Net Performer Score (NPS) 83.3% 83.3%
  • Average Staffing Industry 41% 41%

ClearlyRated’s Best in Staffing surveys calculate a Net Promoter Score (NPS) based on how likely a person is to recommend a company to a friend or colleague on a scale of 0-10, with ten being extremely likely and zero not likely at all. 

Award-Winning Tech Staffing & Services

Excellence Award 2021

Ways We Help Tech Hiring Managers

We partner with hiring managers and tech leaders to only carefully introduce talent. They trust us to introduce them to talent that matches their tech stack and culture. We support hiring managers and talent every step of the way.

Introduce you to vetted talent

Find talent in your budget


Setup interviews for you


Coordinate onboarding


Provide coaching & feedback

Provide career support

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