Help Desk Engineer (11:00 am - 8:00 pm EST shift)
Help Desk Engineer (11:00 am - 8:00 pm EST shift)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Were looking to expand our Help Desk team with a dynamic self-starter to serve as the first point of contact for technical issues with our customers. The successful hire will be responsible for providing technical support and troubleshooting services ensuring exceptional customer satisfaction. This role involves handling user inquiries resolving issues remotely and collaborating with team members to deliver timely and effective IT solutions for a varied client base.
*The required hours/shift for this role is 11:00 am - 8:00 pm EST*
Some responsibilities include but are not limited to:
- Serve as a first point of contact to our customers for all technical support issues
- Provide remote support to customers over the phone using remote assist tools
- Accurately diagnose prioritize troubleshoot and resolve hardware software and network issues to provide immediate support to customer end users
- Guide customers through step-by-step solutions and document the process
- Monitor ticketing system and ensure tickets are addressed in a timely fashion
- Perform preventative maintenance for customers including server updates checking backups anti-virus and application maintenance
- Deliver a high level of customer service responding quickly and comprehensively
- Complete timesheets separating billable hours from non-billable hours
- Participate in a rotating on-call support schedule as well as a 4x10 work schedule as assigned
- Collaborate with teammates to further develop self-knowledge of technology while also supporting teammates to meet or exceed customer solutions
- Track requests and solutions delivering metrics establishing trends and outliers delivering reports for management review
- Address customer needs and concerns appropriately and promptly escalating tickets to the appropriate team member as needed
- Participate in external and internal meetings to provide technical expertise as needed
- All other duties as assigned
Skills:
- Level 1 help desk experience required
- Knowledge and proficiency with Microsoft Office and Microsoft 365
- Configures and troubleshoots VPNs for end user access
- Technical knowledge of storage virtualization and compute across multiple vendors
- Knowledge in implementation and troubleshooting network devices
- Positive and professional interpersonal skills as well as strong written and verbal communications skills
- Exceptional customer relations skills
- Strong organizational multi-tasking detail-oriented and time management skills
- Ability to balance a high volume of requests with a sense of urgency tact and diplomacy while meeting deadlines and expectations
- Work independently as well as collaboratively to resolve issues
- Strong documentation skills
- Maintain a high level of confidentiality professionalism and a courteous demeanor
Experience and Education:
- 1-2 years of experience working in a help desk role preferably with a Managed Services Provider
- Experience working with and troubleshooting Microsoft Office 365
- Industry technical certifications a plus (CompTIA A Network Security etc.)
- High School Diploma or college courses in related field (business computer science information technology)
Employment Type
Part-Time
