Senior Help Desk Technician - Remote

Overview

We are looking for a customer service-oriented Senior Help Desk Technician to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the Punch Studio. In this role, the Senior Help Desk Technician will assist in providing technical support for 200+ employees, including a portion who are on a hybrid schedule as well as several employees working remotely. Under the direction of the Information Technology Manager, the Sr. Help Desk Technician will troubleshoot, diagnose, and resolve problems related to computer hardware, software, mobile devices, printers, network issues, and other technology tools and products. Working in a team environment, this role will provide end-users first-level troubleshooting support for a variety of technical computing support issues while ensuring the highest-level customer service.

In Short

• Develop, track, report, and improve agreed-upon Service Legal Agreements (SLAs) with department leads.
• Lead initial problem resolution to resolve end-user issues/requests.
• Identify improvements, training, skill advancements, and discipline.
• Identify and address the automation needs in the IT service delivery and end-user onboarding/offboarding process.
• Provide training, advice, and support to the organization to facilitate the use of information technology and promote awareness of the compliance policy, including security and appropriate use of assets.
• Build and maintain the IT support knowledge base internally for department reference and public user reference.
• Analyze and evaluate existing Helpdesk best practices and procedures and make recommendations to management for improvement.
• Interact with end-users to facilitate and promote the effective use of information technology within the guidelines of the company.
• Track and maintain IT equipment while overseeing the onboarding and offboarding processes for employees, ensuring they have the necessary access and resources.

Requirements

• Proven experience in a help desk or technical support role.
• Strong understanding of computer hardware and software.
• Excellent customer service skills.
• Ability to troubleshoot and resolve technical issues.
• Experience with IT service management tools.
• Strong communication and interpersonal skills.
• Ability to work in a team environment.
• Knowledge of network issues and solutions.
• Experience in training and supporting end-users.

Benefits

• Competitive salary.
• Health and wellness benefits.
• Opportunities for professional development.
• Flexible work schedule.
• Supportive team environment.