Remote Help Desk Support Consultant 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.

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.

Proof of Education according to the education requirements of the civil service title.

A document that establishes identity for employment eligibility, such as: A Valid U.S. Passport, Permanent Resident Card/Green Card, or Driver’s license.

Proof of Address/NYC Residency dated within the last 60 days, such as: Recent Utility Bill (i.e., telephone, Cable, Mobile Phone)

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)

Develop and maintain knowledge of employer's products and services

1-3 years' experience in a related role

Demonstrated experience in solving customer service inquiries

Effective verbal and written communication skills

Assist clients with service inquiries across various platforms

Utilize computer systems to address account inquiries and complete assigned tasks

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.

1-2 years of previous help desk or service desk experience

1-2 years of experience in troubleshooting IT environments and working directly with end users/customers

Experience with Active Directory or a similar tool

Experience in end user Internet connectivity and hardware/software troubleshooting

Provide support to end users on a variety of issues

Actively answer phone calls and work on incidents and tasks in the queue

Utilize remote access tools (i.e. Splashtop or equivalent) to provide remediation of desktop issues.

Perform as the default technicians for all Tier 1 service calls.

Elevate Tier 2 issues to on-site technicians when required.

Collaborate with and, if necessary, transfer tickets to on-site staff for issues requiring elevation or in-person support.

Attend telephonic/Teams meetings as designated.

Utilize remote access tools (i.e. Splashtop or equivalent) to provide remediation of desktop issues.

Perform as the default technicians for all Tier 1 service calls.

Elevate Tier 2 issues to on-site technicians when required.

Collaborate with and, if necessary, transfer tickets to on-site staff for issues requiring elevation or in-person support.

Attend telephonic/Teams meetings as designated.