It Help Desk Ambassador

DUTIES & RESPONSIBILITIES :

• Develop troubleshooting guides and tips sheets as required
• Research questions and issues using available internal and external technology resources following standard help desk procedures.
• Act as the primary point of contact for break/fix and service request items.
• Document, track, update, and monitor problems to ensure timely resolution of issues via an enterprise ticketing system.
• Work as part of Activus Connect’s IT Help Desk team, answering questions and resolving software or hardware issues via chat/IM, phone, web portal, and other channels.
• Provisioning/de-provisioning of user accounts, resetting of user passwords, and general technology questions.
• Provide role interfacing with client-owned and external systems as needed to resolve issues.
• Respond to chat/IM, email, and internal requests.
• Work and track issues to resolution.
• Setup and basic troubleshooting of PCs/Laptops/Macs, connectivity issues, and configuration issues across systems and platforms.

KEY COMPETENCIES :

• Motivated and self-directed
• Willingness to learn new technologies.
• Self-motivated and comfortable from home, using your personal computer
• Analytical with the ability to evaluate situations and provide sound solutions.
• Reliable, Dependable, and Punctual
• Good attitude, positive outlook – you consider yourself to be social!
• The ability to diagnose problems through chat or telephonically
• Strong written and verbal communication skills with a focus on providing clear and concise instructions and documentation
• Technical problem-solving

QUALIFICATIONS FOR THE JOB :

• 2+ years Help Desk experience preferred.
• Experience working with remote desktop tools is preferred.
• Knowledge of Microsoft Office Suite and collaboration tools (messaging/IM/chat tools, Teams/Zoom, etc).
• Associate degree (A.A.) in a relevant technical field from a two-year college or university; or 1 year of related experience and/or training; or equivalent combination of education and experience preferred.
• A basic understanding of connectivity, system administration concepts, and strong problem-solving and analytical skills.
• Experience training others with the ability to exhibit a high degree of patience and respect for inexperienced users.
• Knowledge of Windows 10, Windows 11, and MacOS operating systems.

TECHNICAL REQUIREMENTS :

• For this project, you must have TWO monitors.
• - DSL, Cable, Fiber ONLY - (no Wi-Fi or satellite-based service)
• Operation system: Windows 10/11 or Mac OS Mojave or Newer
• 20MB Download
• For this project, a wired audio and noise-canceling microphone device is required.
• Processor speed: Dual Core 2 GHz or better
• Must have reliable high-speed internet
• RAM: 4GB or better
• 10MB Upload
• All peripherals must be wired (wireless keyboard, wireless mouse, or wireless headset are NOT allowed)
• Hard Drive: 20GB or better
• Desktop or laptop (Tablets, Winbooks, Smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT compatible). You are required to meet the below minimum specifications:

PHYSICAL REQUIREMENTS :

You will be required to be at your workstation for your shift periods. It is required that you create an environment that is ergonomically sound for your comfort and needs