Help Desk Technician I - Remote

Overview

The Help Desk Technician I is part of a global team that is responsible for first level support to all our customers. The candidate must be able to adapt to a constantly changing, fast-paced environment. The candidate must also possess excellent communication and organizational skills and perform tasks with a sense of urgency and professionalism.

In Short

• Be present and available during assigned Help Desk shifts
• Monitor and respond quickly to incoming incidents and service requests in the Help Desk system adhering to SLA metrics
• Perform remote troubleshooting when needed to resolve incidents and service requests from the Help Desk system
• Maintain and update open incidents and service requests to ensure a timely resolution
• Collaborate and stay engaged in team conversations using the company’s collaboration tools
• Attend all scheduled meetings/trainings
• Participate in after-hours work as needed
• Perform other tasks as directed by the supervisor/manager
• Investigate and resolve routine hardware, software, and network issues
• Support VoIP phone systems and infrastructure

Requirements

• Experience managing, installing, and supporting Windows 10
• Experience supporting Mac’s
• Experience troubleshooting common computer issues
• Understanding of networking fundamentals (TCP/IP, VPN, QoS, VoIP, routing)
• The ability to function within a Help Desk system workflow
• Growth mindset, drive to continuously learn new technologies
• Active Directory, O365 Admin and Google Workspace experience in an enterprise setting
• Certifications in ITIL, MCSA/E, CCNA, Network+, Security+, A+
• Experience working with Windows Server 2016/2019 and virtualization technologies (Hyper-V, VMware)

Benefits

• Excellent customer service skills
• Strong communication skills
• Strong organizational skills
• Strong troubleshooting and problem-solving skills
• Ability to work within a team environment
• Ability to prioritize tasks and adjust priority when asked
• Accountability for completing the task while working in a remote environment
• Flexible with the ability to adjust between remote working and in-office when asked
• Ability to work under pressure
• Endeavor to implement proactive solutions