Help Desk Services Technician

Description:

The Connect Wise Help Desk provides real-time 24x7 support to thousands of client desktops and devices around the United States and other countries. The Help Desk Technician will report to the Help Desk Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC and MAC-related issues with a goal of first contact resolution.

Essential Duties and Responsibilities:

• Support Windows and MAC desktop and laptop computers via phone, chat, and email
• General access and connectivity issues
• Support and solve desktop application issues; elevate to Level 2 as needed
• Basic administration of user accounts and groups
• Take ownership of trouble tickets, working and tracking issues to resolution
• Record detailed information into Service Desk ticketing system
• Support for mobile devices such as iPhones, Blackberries, and Android phones
• Occasionally act as a liaison between Partners/Clients and NOC team in India
• Utilize support applications to ensure timely resolution of client issues.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent knowledge of Windows operating systems, Apple operating systems
• Proficient in Active Directory
• Knowledge of network basics
• Knowledge of VPN basics
• Excellent communication, written and verbal are vital for communication via phone, chat, and email
• Excellent customer service skills are vital
• Customer service, especially with inbound phone contact
• Excellent planning, organizing, problem solving, and time management skills

Educational/Vocational/Previous Experience Recommendations:

• College or Technical Institute degree in Information Technology or other related discipline required. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
• 1 to 2 years of experience in a Service or Help Desk Desk/Support Center environment
• IT Certifications (Apple, Microsoft, CompTIA, ITIL, HDI etc.) preferred.
• Preferred: Proficiency in Active Directory

Working Conditions:

• Hybrid/Remote/On-Site depending on location
• 0 – 10 % travel may be required