Remote Help Desk Associate Jobs

Utilizes new utilities and tools to provide remote technical support services on desk-side equipment, for customers.

Provides the first line of support and problem resolution for technology products or applications.

Maintains written documentation on each call; escalates complex problems to the next level of support as required by documented procedures.

Monitors telephone calls and e-mails to maintain quality services and track problems, to ensure their timely resolution.

to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

Candidate must have strong troubleshooting skills / knowledge in the following areas required to support our customers:

Primary responsibilities include but not limited too, basic technical support and assistance

- knowledge of Windows OS (Win 10 and 11), Microsoft application features and troubleshooting

- knowledge of MAC operating system

- Effective analytical and problem-solving skills

- Possess knowledge of desktop hardware and software and able to address issues by following established procedures

Experience supporting missioncritical systems by phone with remote login capabilities.

Integrator installation experience supporting competitive video management systems including IP cameras, DVR, and NVR systems from multiple manufacturers.

Attention to detail with excellent verbal and written communication skills (writing sample required).

Working knowledge of basic electronic devices, computers, and related software.

Familiarity or experience with troubleshooting techniques useful in diagnosing system software errors (will be tested).

Working knowledge of IP networking concepts such as the fundamental operation of TCP/IP, DHCP, routers, subnets, firewalls.

Ø Preferred: Experience working within the education sector.

Ø Manage multiple tasks/activities simultaneously, switch priorities as needed.

Ø Effective and constructive interpersonal skills.

Ø General knowledge of technical applications and technologies.

The Client is looking for Citizens/GC

Ø Provide email and phone support for data respondents throughout the year.

We offer competitive compensation and benefits, including self-managed PTO and significant 401k contributions.

Entry-level position, with experience or certifications preferred

Escalate customer support requirements as needed and communicate relevant information

Excellent communication and customer service skills

Ability to manage and coordinate with third-party vendors

Opportunity to work with a team that solves problems with clients, rather than for them

Strong focus on customer service and exceptional communication skills.

Answers and documents all help desk calls related to specific software applications for assigned area.

Provides end-user support for specific software applications.

Assists with hardware issues as needed.

Creates and terminates new users in Active Directory related to specific software applications.

Creates and updates user security access.

Minimum of 1-2 years of experience in help desk support, or education with related certifications.

Technical knowledge of the following: Microsoft Windows & Apple OS X operating systems, MS Office, mobile device management.

Knowledge of POS or experience with incident tracking software (BMC Track-It) is a plus!

Demonstrates a dedication to meeting requirements of internal and external customers, responding to all customer requests promptly and thoroughly.

Ensure timely and effective resolution to all Helpdesk calls by providing technical and procedural support.

Monitor ticket queues and assigns them timely and accurately.

Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

Two or more years of technical or customer support experience

Experience working with company products and operating systems.

Experience with solving comp computer-relatedness

Experience working with company escalation policy.

Interpersonal skills to interact with customers and team members

Remote user administration (LANDESK) is a part of the job responsibilities

Opportunity to gain experience in customer service and IT fields

Minimum 6 months of customer service experience

Retail or IT experience is a plus

Working knowledge of Windows XP or WEPOS

Microsoft Windows, A+ or Cisco Certifications are a plus

This is an entry level position, but some experience or certifications would be preferred.

We have a great benefits package including self-managed PTO, significant 401k contributions, and several opportunities to develop yourself.

You should possess excellent communication and customer service skills, both written and oral.

You should be able to manage and coordinate with third party vendors.

User Support: Remote User Support, User Profile Migrations, Password Resets, Log In Issues, User Setup, Mobile Device Setup, Workstation Deployment

Applications and Products: Microsoft 365, ConnectWise Manage, ConnectWise Automate

Printers – both in the HQ and warehouse buildings and remotely

Support our remote operations. Some sites also have IT, and some do not.

Possess the ability prioritize and manager multiple issues at one time.

Assist users with computer issues – both hardware and software

Provide Office365 support – Outlook, Word, Excel support

Provide Adobe Creative Cloud support

At least 1-2 years of previous help desk experience required.

Knowledge of troubleshooting network connections, printers, share permissions and devices.

Proficient with troubleshooting general Windows 7-10 issues.

Ability to troubleshoot and resolve email issues, specifically MS Outlook and o365.

Troubleshoot a variety of hardware, software and network issues.

Familiarity with the fundamental principles of ITIL/SLA.

May inventory new equipment using the asset management system.

Acquire working knowledge of computer software, hardware and peripherals in order to support end users.

Other duties and responsibilities as assigned.

Provide coverage for all calls and emails from end users to Information Technology Help Desk during designated hours.

Troubleshoot basic computer software, hardware and peripheral issues.

Log, document, and resolve or refer technical questions and problems.

Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.

1 year of technical help desk call center experience in an enterprise environment.

Salary: $19.33 - $19.33 / hour

Function: End User Technical Support

Acts as representative of technical services to its customers.

Initiates, escalates, or resolves problem tickets and/ or service requests.

Executes incident management for system issues, adhering to established process and SLAs.

Basic knowledge using and troubleshooting Windows 10, Office 365, and Adobe

Basic knowledge using and troubleshooting hardware such as laptops, desktops, and printers

Experience working in a corporate Help Desk or call center environment

Pursuing or achieved at least one certification such as MCP, MTA, HDI-HDA, ITIL Foundations, or CompTIA A+

Basic knowledge using and troubleshooting SharePoint

Strong knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software

Solid problem solving and time management skills

Experience with trouble ticketing system—currently using ServiceNow or Service Manager.

Experience in the use of remote access applications

Answer queries on basic technical issues and offer to solve them

Proven experience as a Help Desk Analyst or other IT support role

5+ years of experience in a Help Desk role working remotely servicing internal and external users

Recent experience working remote in a Help Desk setting

Experience working on Microsoft Teams along with other Microsoft Suite tools

Experience using Cisco Jabber for phone calls

Experience working with a large enterprise servicing internal employees

Ticketing system experience (+ ServiceNow)

Microsoft Active Directory user and group management.

Contribute to internal IT and end-user knowledge base content.

Microsoft System Center Configuration Manager (SCCM).

Collaborate with all areas of IT to deliver exceptional in-house service and support.

Prioritize both incident and service requests.

Escalate incidents and problems as necessary.