Help Desk Agent
Help Desk Agent
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
Connection Services has a fantastic opportunity for a Help Desk Agent working in Wilmington OH. Excellent opportunity to work for a top VAR offering excellent benefits including 3 weeks paid PTO tuition reimbursement excellent benefits etc.; opportunity for growth.
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 onsite 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 multitask 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 onboardingoffboarding installinguninstalling virus removal advanced network troubleshooting working with 3rd party vendors advanced Windowsapplication support and advanced knowledge in hardware support
Responsibilities
The Help Desk Agent needs to be able to multitask 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 onboardingoffboarding installinguninstalling virus removal advanced network troubleshooting working with 3rd party vendors advanced Windowsapplication support and advanced knowledge in hardware support.
Shift: 9a6pm MondayFriday (Wilmington OH office 5 days/week)
- 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 handson 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 1Level 2 help desk staff.
- Drafts approves and publishes documentation into the KB for standard fixes.
- Acts as the goto resource for clientbased questions and support for Level 1.
- Proactively researches new technical systems to add new items to the KB.
Min
Max
Qualifications
At least 2 years of previous help desk support experience. A Certification HDI ITILv3 preferred.
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 LANWANRouterFirewall architecture and configuration VPN software and supporting
remote users
Understanding of Active Directory administration including account unlock password reset
addingremoving users OUs memberships
Proficient with troubleshooting general Windows 710 issuesKnowledge of Citrix receiver and Citrix server functionality and Advanced knowledge in MS Office suite 2010o365
Midlevel 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
Attention to detail in composing keying and proofing professional business materials
Strong communications skill both verbally and written
Customer oriented with ability to listen to and anticipate needs of the customer
Ability to handle constantly changing flow of traffic; remain productive during slow times handles multiple
tasks effectively during busy times exercises patience and professionalism during stressful situations
Creative with ability to think around problems and come up with creative solutions
Takes ownership and responsibility of an issues from start through to a successful resolution
Outstanding customer skills with the ability to empathize and professionally troubleshoot and resolve
customers issues
Quick study with ability to master a situation or learn new things with minimum direction or training
Adaptable with ability to switch tasks based on shifting priorities
Creative with ability to develop original solutions to problems
Interpersonal skills with ability to work well with all levels of the organization
Conceptual with ability to conceive mentally formulate ideas use imagination to achieve results
Detail oriented with item by item focus meticulous attention to detail with ability to proofread for accuracy
Strategic thinker in futureoriented terms who anticipates and considers external and internal elements
with ability to develop longterm plans to leverage resources
Organized state of mind with ability to document activities anticipate problems plan schedules and
monitor performance according to priorities and deadlines
Good listening skills with ability to receive information completely and understand what is being said
Because of the possibility for fraudulent job postings on many popular job boards please be advised that Connection will never offer a position of employment without a complete interview process and communication with a live person.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
