It Help Desk Specialist (Full-Time / Remote)

Position Description

This exciting opportunity is a full-time, permanent role with Converge Technology Solutions. As a Help Desk Specialist within the IT Managed Services practice, you will act as a trusted advisor to Converge’s client base. By leveraging your customer service skills, technical training and understanding of today’s technologies, you will solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology. The current shifts available are: Sunday-Thursday 4pm to Midnight EST -AND- Friday-Tuesday Midnight to 8am EST.

Essential Job Responsibilities:

General Duties & Responsibilities – 70% to 85%

• Assists with the development and improvement of work instructions, procedures, standards and documentation.
• Maintain end to end responsibility for customer support needs providing timely, reliable and courteous service.
• Provides first level support for inbound incidents and service requests from end users and client IT staff.
• Participate in and adhere to all SoP's such as the Converge incidents and service requests.

Mentoring, Collaboration and Leadership– 5% to 10%

• Assists other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to SoP's.
• Mentor and assist with training other Help Desk Analysts

Knowledge Management and Training– 10% – 20%

• Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Make or suggest updates to the Knowledge within the Knowledge Management databases

Required Qualifications:

Education:

• Associate’s Degree or higher in Information Technology / Information Systems OR equivalent technical training / experience

Job Related Experience:

• Minimum 2 years’ experience working in a Help Desk, Service Desk, or Call Center environment is preferred
• Server or network administration experience and/or training
• 3 years’ experience working in a Customer Service role, strongly preferred
• 2 - 4 years’ experience with tech support in a Microsoft environment, strongly preferred

The following certifications are preferred:

• HDI Customer Help Desk Analyst
• CompTia Server+
• CompTia A+
• CompTia Network+
• MTA
• MCDST
• CCENT
• Microsoft Office Specialist

Additional Skills/Knowledge:

• Unwavering commitment to providing customers with an exceptionally high quality experience
• Professionally respond to telephone calls, emails, chats and voicemails for customer support
• Excellent interpersonal, negotiation and communication (verbal and written) skills
• Knowledge of networking fundamentals
• Experience troubleshooting Microsoft Server OS
• Experience with server and or desktop virtualization
• Strong commitment to providing quality service
• Innovative, team-oriented problem solver
• Experience working with Microsoft Office
• Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology
• Experience troubleshooting MacOS computers
• Excellent organizational, time management and follow through skills
• Experience troubleshooting Linux OS
• Experience troubleshooting Microsoft Desktop Operating Systems
• Remotely troubleshoot networking, server, and end user desktop incidents
• Mobile Device Operation Systems (Android, iOS, Windows Phone)

Total Rewards

• We offer a comprehensive total rewards package that includes hourly wage, healthcare benefits, 401k match, company stock match program, PTO/holiday, training/development and so much more.