Remote Help Desk Technician 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.

Experience with remote troubleshooting preferred

Possession of A+ (Remote Technician) and Network+ certification is preferred

Levels Of Skills And Abilities

Knowledge of computer operations and support

Skill in installing, configuring, maintaining, and trouble-shooting operating

Skill in communicating clearly and effectively

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.

Education, Experience, And Security Requirements

Analyze and resolve trouble tickets utilizing tools such as remote desktop

Meet established service level metrics for call response, technical support, and customer service

Input trouble calls into the ticket tracking system. Ensure all relevant information is gathered and documented

Resolve trouble calls; in person at the help desk, over phone, and/or through email

Escalate trouble tickets when required by service desk processes to Tier II, Tier III, or appropriate team/individual

Manage incidents and requests; communicate with clients to ensure that work is completed to their satisfaction.

Contribute to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures.

At least 1 year of IT support experience in a professional services environment including use of a ticketing system

Thorough knowledge and troubleshooting of PC hardware and peripherals

Organizational skills to balance and prioritize work

Ability and willingness to quickly learn new skills

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

Microsoft, Cisco, service management certifications (preferred)

A+, Server +, Network+ knowledge (certification preferred)

Working knowledge of Microsoft Suite of applications and remote control tools

Strong customer service and organizational skills, including excellent interpersonal and communication skills

Working experience troubleshooting software and hardware issues

Knowledge of ITIL foundation (preferably ITiLv3 certified)

Knowledge of infrastructure management and operating software Intune, Active Directory, Phone systems, VC technology

Minimum 5 years’ help desk experience a MUST

Service-oriented, self-starter with a flexible mindset and strong communication skills

Experience with Office365 and Teams

Your areas of knowledge and expertise (that matter the most for this role):

Handling (first and second-line) IT incidents

Provide Level 1 remote IT support (through phone and email) for Foundation Risk Partners

3+ years’ experience as a help desk T1 consultant

Heavy acquisition flow– swapping old equipment to new equipment

Ensuring that no loss in documents or applications when migrating from old company computer to new company computer

Installing hardware to computers: printer and scanner installation

Onboarding and offboarding of user accounts

Experience using OpenText Media Management or similar DAMS software

Experience developing training materials, user guides, and related functional documentation

Adaptable to changing priorities and able to learn new technologies.Preferred Qualifications:

Experience using Libsafe or similar preservation software

Receives and logs new issues related to the DAMS/Preservation systems in a Museum provided ticketing system

Triages tickets, troubleshoot functional tickets and assigns technical tickets to the appropriate point of contact

3+ years’ experience in an IT related position

Laptop and Desktop hardware experience

Full range of health benefits including medical, dental & vision, short & long-term disability

Educational assistance up to $7,000 per year

College or Technical degree/ certification preferred. High School diploma or equivalent required

Respond to phone and email help desk requests to assist with first level hardware and software support.

Preferred qualifications: ServiceNOW experience and any ITIL or HDI Certification

Providing case status updates to management and end-users according to service level guidelines

Technical skills: Must possess basic technical experience with providing applications or software support and exceptional customer service skills

Communicating with customers at all levels of technical and non-technical skills sets

Education: High School Diploma or GED

Years of relevant experience: 3+ years of IT related experience

Strong analytical abilities and professional office experience.

We offer an excellent benefits package including a competitive salary.

High School Diploma/GED with 6-8 years of experience

Require knowledge of client workstation operating systems and their configurations.

Knowledgeable to connect to setup PC to LAN and wireless systems.

Has knowledge of iOS devices such as iPhone/iPads Android and Tablets is a VERY BIG plus.

Excellent people skills, professionalism and experience with new and non-technical end users. :

Prioritize and schedule resolution of problems. Escalate problems (when required) to the appropriately experienced next level technician.

Establish and maintain detailed knowledge of the functionality, clinical content and use of clinical applications.

Two year college degree in a computer related course of study or 2 years of applicable IT work experience.

2 years of applicable IT work experience, or equivalent, preferred.

Experience installing and maintaining computer hardware, including desktops, laptops, printers, scanners, copiers, and audio-visual equipment.

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.

Investigate and resolve problematic activity and put corrective actions in place. Promptly inform management of any critical issues.

Education or certification in computer repairs and troubleshooting, MCSE or MCP designation, preferred.

Remotely access hardware or software to assist staff

Remotely resolve problems with networks and computer systems

Seven or more years of experience working in an IT support environment.

Proven computer skills and the ability to troubleshoot and diagnose problems.

Education: High school diploma or equivalent. Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft Certified Professional) are a plus.

Experience: Proven experience in a technical support role, help desk, or IT-related position is preferred but not required for entry-level candidates.

Communication: Strong verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.

Problem-Solving: Analytical and critical thinking skills to assess and resolve technical challenges efficiently.

System Maintenance: Perform routine maintenance tasks, such as software updates, security patches, and system optimizations, to ensure optimal performance and security.

Perform other duties as needed.

Perform remote troubleshooting through diagnostic techniques and pertinent question

At least 1-3 years of relevant experience as a help desk technician or other customer support role

Serve as the first point of contact for customers seeking technical assistance over the phone or email

Install and configure computer systems

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process