It Help Desk Zr

Infinity Inc is looking for an IT Help Desk to join our team. The IT Help Desk will be remote but our office is located in Savannah, GA. The candidate will be responsible for initial triage and resolution of basic remote support requests.
The ideal candidate is prompt and reliable, has superior support skills and excellent communication. He/she will have a proven track record of client satisfaction and is motivated to provide superior service.
Responsibilities
Technical:

• Provide basic support and management of VoIP systems
• Provide basic support of Microsoft’s core business applications and other line-of-business applications
• Provide support of backup and disaster recovery solutions
• Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices
• Follow detailed processes to deliver consistent results
• Onboard and Offboard users through Active Directory
• Provide after-hours support per scheduled on call rotation
• Provide basic support of network hardware, including switches, routers, firewalls and wireless access points
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Provide basic support of VPNs and RDS
• Provide basic support of network security solutions

Operational

• Document internal processes and procedures related to duties and responsibilities
• Thoroughly document tickets on a real-time basis
• Consistently exceed defined Service Level Agreements
• Escalate and schedule service tickets that require higher level or onsite support
• Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
• Resolve RMM tickets.
• Triage incoming service tickets

Qualifications/Skills

• Technical awareness: ability to match resources to technical issues appropriately.
• Strong technical diagnostic skills
• Typing skills to ensure quick and accurate entry of service request details.
• Understanding of technical support tools and techniques used to provide IT services
• Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
• Strong verbal and written communications skills
• Self-motivated with the ability to work in a fast-moving environment

Credentials And Experience

• Associates or bachelor’s degree in computer science or related field preferred
• A+ or Network + preferred
• 1-2 years of Help Desk Support experience
• Microsoft MCP of Current OS or completion within 90 days of employment

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