Remote Tier 2 Helpdesk Technician Jobs

Outstanding customer service skills and time management skills.

Knowledge and experience with Windows 10.

Knowledge and experience with Microsoft Office 365.

Knowledge and experience with Active Directory and group policies.

Knowledge and experience with iPhones.

Knowledge and experience with VDI.

Ability to apply business IT management principles such as work planning, testing, maintenance routines, data integrity, and security)

1-3 years of experience in IT engineering

Experience with Microsoft and Google applications

Ability to manage requests using a ticketing system

QUALIFICATIONS FOR A LEVEL I HELP DESK TECHNICIAN

Ability to troubleshoot connectivity, networking, and printer access

· Experience responding to Tier 1 tickets and supporting end users remotely

· 2-3 Years of proven Desktop Support or Help Desk experience

· Extensive windows 10 support, hardware, and software troubleshooting experience

· 2+ years of Customer Service experience

· Any relative certifications or degree including CompTIA A+, Network+, MCSA

· Experience with Active Directory/O365/Intune administration, and/or Jira

Perform other job-related tasks as assigned by management.

NDT Level II Certification MT, PT, VT, UT Thickness

Excellent verbal and written communication and leadership skills.

Set up and calibrate nondestructive testing equipment.

Conduct tests to ensure quality or detect discontinuities (defects) using Magnetic Particle, Liquid Penetrant, Visual inspection, and UT Thickness.

Establish techniques for proper examination of objects under inspection, ensuring strict adherence to safety regulations.

Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems

Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc.

Experience with trouble ticketing system—currently using Service Manager

Respond to and resolve inbound computer-related end user support tickets in a timely manner using Service Manager.

Must have min. of 8 years’ experience with Windows 10 and in Active Directory Environment.

Advanced level experience in MAC/PC hybrid environments including mobile devices.

Location: 100% Remote work / PST

· Business systems analytical experience, including the ability to flow chart processes

· Knowledge and understanding of relational databases.

· Ability to impart technical knowledge to non-technical end users.

· Experience with Standard Query Language (SQL).

Job Title: Helpdesk – Level 2 Support

Remote Troubleshooting / Help Desk Experience

Explore new education opportunities with our Tuition Reimbursement Plan which covers up to $5,250.

We offer work-life flexibility, driving professional success but encouraging time for personal pursuits.

Exceptional communication skills with customers and coworkers

Light Server experience would be a plus

BUILD your career with a global, diversified company that provides market leading technology services to help clients achieve their goals.

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

Previous IT Helpdesk Call Center Experience

May install software or perform hardware testing remotely

Assisting with the creation and curation of End User Knowledge Articles

Associate's degree in computer related field or equivalent training and/or experience required

Verbal and written communication skills, problem solving skills, customer service and interpersonal skills

Working knowledge of Federal IT (including HW and SW) and cybersecurity requirements, policies, and standards

Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications

2 years of relevant, applicable professional experience in managing end user IT support services

Experience with managing customer expectations and delivering the highest level of quality customer service

Work hard, play hard – we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays

Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues.

Time management and organization skills to balance and prioritize work

Logs and tracks inquiries using an Incident/ Request and/ or problem management database and maintains history records and related problem documentation.

Resolves problems by following basic scripts and knowledgebase.

This is a remote role.

1 or more years of technical or customer support experience

High school diploma or General Educational Development Test (G.E.D.)

Working knowledge of Federal IT (including HW and SW) and cybersecurity requirements, policies, and standards

Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications

Provide on-site and remote technical support for in scope workstations, scientific equipment, and mobile devices.

Develop and maintain support documentation in centralized knowledge base.

4 years of relevant, applicable professional experience in managing end user IT support services

CompTIA A+, Security+ Certification (preferred)

Experience with Jira and knowledge of using a ticketing system

Requires prior Help Desk or customer service experience and considerable knowledge of Government programs and/or subject matters

Control the pace and flow of the inquiry/request and manage call time effectively

Gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively

5 years’ experience in customer service

At least 2 years of Tier 1 Help Desk agent experience

Listed salary ranged may vary based on qualifications, experience, and local market.

Familiarity and good working knowledge in PC hardware and software troubleshooting.

Prior Software Application support (e.g. Outlook, etc.) experience is a plus.

Prior BPO experience in Technical Support is a plus.

Provide technical end-user support via telephone, email, or web chat.

Provide restorative or maintenance actions to resolve end-user problems.

Strong knowledge of Google Analytics or similar web analytics experience

3-5+ years of experience in a Customer Support role required; ideally within in the SaaS space or an equally technical industry

Expert experience with Zoho, Zapier, CRM software and/or B2B SaaS software

Solid foundation of HTML/JavaScript knowledge

Responsibilities to expect in this role:

Utilize different systems - our systems and the clients’ - software and hardware to achieve customer satisfaction

Listed salary ranges may vary based on qualifications, experience, and local market.

Requires excellent customer service skills

Solid foundation of Personal Computer experience

Overall knowledge of desktop productivity products

Attendance and schedule adherence are requirements of this position

Provide professional end-user support via telephone, email or web submits

Develop and maintain Knowledge Documents (Work Instructions) in accordance with Knowledge Management processes

Follow established Service Desk processes for ticket management

Work with Knowledge Manager, including provide content for knowledge base articles

Excellent technical knowledge of laptop/desktop hardware and associated diagnostic tools to perform diagnostics

Bachelor's with 2-4 years of experience

Ability to manage multiple tasks simultaneously