Sr. Help Desk Specialist | Fully Remote

Vaco Dallas is seeking qualified applications for a Sr. IT Help Desk Specialist, for a contract-to-hire, fully remote employment opportunity for a fast-growing client. If you are looking to join a company with growth opportunity and excellent benefits, then we would love to discuss this position with you. Candidates must be able to pass a criminal history background check and drug screen. Only qualified applicants are encouraged to apply, as our client is unable to sponsor for this position.
Job Title: Sr. IT Help Desk Specialist

Job Type: Contract-to-hire

W-2 Hourly Pay Rate: Based on experience

Salary Conversion: Based on experience

Work Site: 100% REMOTE

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As a Sr. Help Desk Specialist, you will work in collaboration with an external Managed Services Provider, to oversee and resolve end-user technical support, application support, and basic infrastructure operations while providing exceptional white glove service to internal clients. This role will work in a 100% remote capacity, and require a self-directed and motivated technologist that is comfortable supporting remote users on a national basis, providing support for employees covering East Coast to West Coast time zones.
Responsibilities (including, but not limited to the following):

• Reproduce and document customer issues and if necessary, escalate cases to engineering through documented troubleshooting steps
• Provide training to clients in the use applications, as needed
• Provide end users with technical support to resolve hardware, software, network, and/or mobile device technical issues in a timely manner
• Provide white glove internal client support for the entire organization
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
• Work through ticketing system to resolve IT tickets, and document steps taken, actions, and results
• Configuration of client equipment to connect to network and/or domain

MSP - Managed Services Provider Collaboration:

• Support MSP with the deployment of imaged laptops, workstations, and equipment for new and existing employees
• Coordinate with MSP on any escalation issues that require internal coordination or approval with management
• Assist MSP with escalations on technical issues
• Work with MSP to assist with assigning licensing to end-users, as approved
• Assist MSP with status updates to internal clients/end users, to ensure problems are identified, documents, and resolved in a timely manner

Soft Skills & Experience Requirements:

• Must have the ability to empathize with clients and colleagues
• Ability to identify, isolate and escalate hardware, software, network and systems related issues in a clear and concise manner
• Fundamental knowledge of client/server technologies, Active Directory and Mac/Windows operating systems to identify and address client PC issues
• Must be able to read your audience and cater your communication skills to them - working with non-technical audiences
• Ability to assess and prioritize work in a fast-paced environment
• Must possess a core understanding and appreciation for excellent customer service
• Self-motivated, detail-oriented and organized
• Ability to promptly answer support related email, phone calls and other electronic communications
• Ability to function at a high level under pressure and with short deadlines
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills
• Highly developed, process - oriented skills for troubleshooting, problem solving, and problem resolution

Technical Skills Requirements:

• Mobile device management technologies
• Support and provide expertise to take advantage of the evolving O365 suite of products, self learning, and self training new O365 products when applicable - highly preferred
• Install, configure & manage print queues
• Troubleshoot hardware (video cards, USB & peripheral devices and drivers, etc.)
• Knowledge of interconnectivity of Microsoft O365 Services when supporting clients
• Create/Manage Active Directory accounts, groups & permissions
• Understanding of networking concepts
• Experience working with end users to set up and manage two-factor authentication applications
• Troubleshoot DNS, DHCP and TCP/IP issues
• Strong troubleshooting capabilities & knowledge of the user clients (Teams, SharePoint, OneDrive, Outlook, etc.).
• Must be able to collaborate with colleagues and MSP partners via ticketing system and knowledge base
• In-depth understanding of Microsoft Support Process (opening tickets, troubleshooting, etc.)

Qualifications:

• 5 years of experience in a related field required
• Great attitude, team player always willing to pitch in and take on new tasks
• Technical certifications a strong plus
• College Degree a plus
• High School diploma or equivalent required