Help Desk Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Serves as the initial point of technical support through phone, email, and chat, with a focus on swiftly resolving user issues.

• Effectively manages the ticket queue to adhere to Service Level Agreements (SLAs).

• Escalates intricate problems to higher-tier support (Tier 2/3).

• Consistently provides exceptional customer service while professionally representing the IT department.

• Handles the intake of incident/request calls and tickets using approved phone and ticketing system solutions by following established routing and workflow procedures.

• Ensures that generated incident/request tickets include all necessary information, notes, and are assigned correctly to the appropriate support personnel.

• Identifies, analyzes, and resolves first-contact issues through telephone, chat, and email, escalating to Tier 2 and 3 or other support personnel when required.

• Collaborates with other Help Desk Technicians, IT Operations Technicians, and other Support Personnel whenever possible to enhance understanding and insight into technical problem resolution.

• Engages positively with customers, peers, and leadership to foster a pleasant and productive communication and service experience.

• Delivers outstanding customer service to enhance enterprise-wide productivity.

• Develops strong working relationships with fellow Help Desk Technicians, IT Operations Technicians, and other Support Personnel to ensure high-quality service for end users.

• Takes a proactive approach: analyzes situations to determine and implement permanent corrective actions.

⛳️ Requirements

• High School Diploma or GED.

• Minimum of 1 year of experience in the Information Technology field or a related discipline.

• At least 1 year of experience in a Help Desk or Call Center setting.

• Demonstrates an understanding of fundamental computer technology competencies.

• Proficient in Microsoft Windows and ChromeOS Operating Systems.

• Familiarity with Google Apps.

• Strong written communication abilities.

• Associate’s Degree (preferred).

• CompTIA A+ Certification (preferred).

• Knowledge of the Okta platform (preferred).

• Familiarity with Citrix/CampusVue (preferred).

• Understanding of Active Directory (preferred).

• Knowledge of Google Admin (preferred).

🏝️ Benefits

• Competitive salary.

• Health, dental, and vision insurance.

• Retirement savings plan with employer contributions.

• Opportunities for professional development and training.

• Friendly and collaborative work environment.