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Jobs or company...

Help Desk Weekend Shift *Hybrid*

Salary undisclosed

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Dice

Availability Status

This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.

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Job Description

Job Description

Connection Services has a fantastic opportunity for a Help Desk Agent, working remotely. Excellent opportunity to work for a top VAR offering excellent benefits including 3 weeks paid PTO, tuition reimbursement, excellent benefits, etc.; opportunity for growth. *Hybrid* 2 days onsite. Weekend Shift 6am-6pm and choose two days during the week.

Working under minimal supervision of the Help Desk Team Lead, the Help Desk Agent provides support to end users by handling incidents and requests that have been escalated from Level 1. Support items include installation, maintenance, and troubleshooting of both hardware and software. High quality customer support may be provided on-site, remotely over the phone, or via email. Focus is on resolving issues that require a higher level of expertise or issues that require a longer time spent on the phone to resolve. The Help Desk Agent needs to be able to multi-task, prioritize, and provide solutions on tickets that are escalated to their queue or by warm transfer. They will also be responsible for administrative level tasks such as IMAC, on-boarding\off-boarding, installing\uninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windows\application support, and advanced knowledge in hardware support

Job Duties:

Resolves advanced technical hardware and software issues.

Provides resolutions to issues escalated by Level 1.

Advanced knowledge in administrative tasks on workstations

Extensive knowledge in software, hardware, network, and peripheral support

Over the phone remote support and hands-on support to resolve technical issues

Responds to tickets escalated from our Level 1 support team via phone, in person, and electronically.

Schedules time to work with end users to resolve issues timely.

Handles warm transfers from Level 1 staff on more complex issues.

Tracks all work with detail and precision within the ticketing system.

Acts as a support system for Level 1 staff to help them resolve level 1 issues.

Owns and develops documentation for Level 1\Level 2 help desk staff.

Drafts, approves, and publishes documentation into the KB for standard fixes.

Acts as the go-to resource for client based questions and support for Level 1.

Proactively researches new technical systems to add new items to the KB.

Qualifications:

Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros

Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, LAN\WAN\Router\Firewall architecture and configuration, VPN software, and supporting remote users

Understanding of Active Directory administration including account unlock, password reset, adding\removing users, OUs, memberships

Proficient with troubleshooting general Windows 7-10 issues

Advanced knowledge in MS Office suite 2010-o365

Knowledge of Citrix receiver and Citrix server functionality

Mid-level knowledge of imaging machines, SCCM, remote support tools

Ability to troubleshoot and resolve email issues, specifically MS Outlook and o365

Support commonly used software, hardware, tablets, mobile devices, and network equipment.

Familiarity with the fundamental principles of ITIL/SLA

Advanced knowledge in multiple ticketing systems including Service Now, Samanage, Manage Engine

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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