Title: IT Service Desk Tier 1
Location: Remote
Duration: Contract to Hire
Compensation: $25-28/hr
Work Requirements: US Citizen, GC Holders or Authorized to Work in the US
Job Description:
Teammates will utilize TeamViewer to deliver remote user support services and work with the Ivanti ticketing system to address Incidents/Service Requests. Teammates will answer technical support calls, work/prioritize tickets accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. This position requires dedication, strong attention to detail, persistence, follow-up, effective utilization of provided resources and OBSESSIVE customer service. Teammate should possess basic technical acumen with the ability to pick up new skills and knowledge (i.e. product and inner working of software and hardware,) and possess the ability to apply learnings gleaned from technical training.
Responsibilities:
- Performs basic to intermediate-level troubleshooting:
- Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc.
- Logs, routes, categorizes, escalates Incidents/SRs
- Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- If issue is unknown, request assistance within ITSD Teams chat, then ITSD Manager, then ITSD Director
- Address phone calls on Softphone; logs ticket for user
- Replies to emails, Teams messages
- Self-starter - Accepts/self-assigns cases from the support queue
- Clearly communicate status on incidents, as well as resolutions
- Provide outstanding customer service and satisfaction
- Ability to work in a team and communicate effectively
- Writes/Reviews SOPs
Skillset / Experience:
- 3+ years of helpdesk experience troubleshooting
- Technical knowledge of Windows desktop & laptop hardware in a business environment
- Working understanding of computer networking
- Minimum one year of Active Directory support
- Effective planning & organizing skills
- Strong problem-solving efficiency
- Effective communication & documentation skills
- CompTIA A+ certification required
- Microsoft certifications
- 1+ year experience with Ivanti EPM
- 1+ year of Exchange and/or Office 365 support
Our benefits package includes:
- Comprehensive medical benefits
- Competitive pay, 401(k)
- Retirement plan
- …and much more!
Job Types: Full-time, Contract
Pay: $25.00 - $28.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk / Technical Support: 3 years (Required)
License/Certification:
Work Location: Remote
