Help Desk Support - Remote
- Generously sponsored Medical Insurance
- Fully paid premiums on dental, vision, life, and disability insurance.
- Generous 401k matching program
- Flexible PTO policy
- Takes ownership of issues reported to the team through email, phone, chat, etc. and sees them through until resolved or passed on to another team.
- Show the ability to work with little direct supervision.
- Effectively communicate with both IT professionals and end users.
- Possess troubleshooting skills to determine root causes of issues.
- Provides support for end users as well as local IT technicians.
- Trouble shooting error messages or improper results and assisting with providing correct procedures for using software properly.
- Provides timely status updates and follow up information to the teammates who report the issues.
- Solve routine to moderately complex support issues with initiative, sound judgement, attention to detail, process orientation, clear communication when escalating and exceptional customer service.
- Develop expertise with in-house application to perform issues identification, verification, diagnosis, and troubleshooting to drive business efficiencies.
- Collaboration with teammates across the organization, as well as external customers.
- Bachelor’s Degree, preferable in Computer Sciences.
- 5 years of experience supporting and configuration of Microsoft Office 365.
- 5 years of experience with Customer Support or Helpdesk experience.
- 5 years of experience in software support.
- Experience troubleshooting hardware.
- Experience in incident documentation and resolution.
- Experience with Service Desk solutions.
- Experience with Intune.
- Proven ability to actively communicate across different mediums including email, phone, instant messaging.
- Ability to be responsive, responsible and flexible in a fast-paced environment.
- Proven team player with excellent customer service, interpersonal, and communication skills with absolute dedication of taking care of our customers.
- Demonstrated self-motivation, taking initiative, and searching for continual improvement in processes without direction from supervisor.
- Demonstrated excellent organizational and time management skills.
- Experience interacting with internal and external clients.
- Demonstrated proactive and positive problem solving; demonstrated analytical and troubleshooting skills with limited or no supervision through excellent organizational and time management skills.
- Willingness to strive for personal growth, learning and development.
- Certification in CompTIA A+, Microsoft, AWS or others a plus.
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