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Remote Help Desk Support Consultant

Company

Vinsys Information Technology Inc
Address United States
Employment type CONTRACTOR
Salary
Category Software Development,Computer Networking Products,Computer and Network Security
Expires 2023-12-27
Posted at 9 months ago
Job Description
Terms: W2 and PST working hours


Skills Required


  • Elevate Tier 2 issues to on-site technicians when required.
  • Provide remote Tier 1 support help desk for Windows, Macintosh, iOS and Android operating systems on client issued devices and personal BYOD platforms.
  • Attend telephonic/Teams meetings as designated.
  • Utilize remote access tools (i.e. Splashtop or equivalent) to provide remediation of desktop issues.
  • Track weekly metrics to include: number of calls received, resolved, and escalated; a summary of issue types addressed (tracked with the ITSM components) for use in clients ITACS root cause analysis.
  • Collaborate with and, if necessary, transfer tickets to on-site staff for issues requiring elevation or in-person support.
  • Utilize the current IT Service Management (ITSM) ticketing system, properly documenting the solution and include the ITSM component involved and machine asset number.
  • Perform as the default technicians for all Tier 1 service calls.