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Help Desk Support Engineer
Company | Conversant Group |
Address | Chattanooga, TN, United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting |
Expires | 2023-05-15 |
Posted at | 1 year ago |
Conversant Group is an IT infrastructure and security consulting company founded in 2009 and based in Chattanooga, TN. We are the world's first Civilian Cybersecurity Force, dedicated to defeating cyber terrorists. To do so, Conversant Group is organized into three battalions: Athena7 which provides infrastructure assessment, strategy and remediation, Grypho5 which offers ongoing managed protection, and Fenix24 which provides rapid restoration in case of a cyberattack.
- Direct unresolved issues to the next level of support personnel.
- Manage user onboarding and offboarding experience.
- Update customer data and produce reports as needed.
- Documentation of processes and how-to guides.
- Tier 1 support on support tickets that comes in working to determine the best solution for the issue.
- Follow up with customers, provide feedback and see problems through to a resolution.
- Manage the internal queue and ensure tickets are assigned and worked in a timely manner.
- Ensure proper recording, documentation, and closure of service tickets.
- Endpoint management, including:
- Other duties as required.
- Maintaining a professional demeanor with clients and colleagues.
- Working knowledge of help desk ticketing system and remote control.
- Advanced troubleshooting and multi-tasking skills.
- Patience and understanding.
- Excellent analytical and diagnostic skills.
- Ability to troubleshoot complex hardware and software issues.
- Advanced knowledge of help desk software and remote-access systems.
- Customer service orientation
- High-level communication skills.
- Knowledge of computer software systems, including databases, office applications, and operating systems.
- Industry Certifications a plus
- Proven working experience in providing Help Desk support.
- Bachelor's Degree in Information Technology, related field, or equivalent work history
- Ability to form relationships across all levels of the company while modeling Conversant's culture and values.
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