Weekend Service Desk Specialist - Remote

Overview

The Service Desk Specialist’s role will utilize advanced troubleshooting knowledge to quickly and effectively resolve client computer and account-related issues. This includes receiving new and escalated requests, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help-request tracking tools paired with a broad range of technical experience. This particular role will help to cover our weekend support, working two 12-hour shifts on the Saturday and Sunday (during which the team will also be monitoring alerts), and two 8-hour shifts on Monday and Tuesday.

In Short

• Field incoming help requests from end users via telephone, e-mail, and chat.
• Prioritize and work tickets, escalating as needed.
• Document all pertinent end user identification information.
• Record, track, and document the problem-solving process.
• Apply diagnostic utilities to aid in troubleshooting.
• Create and maintain documentation of client systems.
• Provide basic network support for client systems.
• Test fixes to ensure problems are resolved.
• Evaluate documented resolutions and analyze trends.
• Work collaboratively in a team-oriented environment.

Requirements

• Degree in computer science or equivalent work experience.
• Microsoft Support or relevant industry-standard certifications preferred.
• Experience with desktop operating systems (Windows and MacOS).
• Experience managing/troubleshooting Windows Server environments.
• Experience managing/troubleshooting Office 365 accounts.
• Basic troubleshooting experience for networking devices.

Benefits

• Competitive salary depending on skills and experience.
• Vacation and PTO.
• Employer-paid Health and Dental Insurance.
• Opportunities for career advancement.
• 401k with employer matching from day one.
• Disability and Life Insurance.
• Bonuses eligible.