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Job Profile:
Help Desk Technician II

Job Qualifications:

Skills:
Microsoft Office, Remote Access, Technical Helpdesk, Troubleshooting, Virtual Private Networks (VPNs)

Certifications:
None

Experience:
4+ years of related experience

Job Description:
A leading IT services provider is seeking a Technical Help Desk Support Specialist to join its team supporting a large-scale enterprise service desk. In this role, you will provide 100% phone support troubleshooting technical problems and advising users on the appropriate action for resolution across a wide range of technologies and issues. The ideal candidate will have impeccable attendance, excellent communication skills, and be highly skilled in multi-tasking.

This is a full-time telework position covering the weekday overnight shift, Monday - Friday (9PM-6AM).

RESPONSIBILITIES:

• Provide outstanding customer support via phone and email in Windows 10, 11, and macOS environments / Office 365.
• Handle incoming customer requests, log calls into the ticket tracking system, and resolve technical issues promptly.
• Meet SLAs in a high-volume call center environment.
• Use MS Office applications to troubleshoot customer issues.
• Support remote users via Citrix and VPN client troubleshooting.
• Perform network administration tasks such as creating users, assigning rights, and resetting passwords in Active Directory.
• Troubleshoot desktops, laptops, tablets, and mobile devices (Android, iOS, Apple/Mac).

QUALIFICATIONS

Required Skills / Experience:

• High School Diploma or GED and 2+ years of IT experience troubleshooting hardware, software, and connectivity issues.
• Strong customer service skills with the ability to explain technical issues clearly.
• Experience providing 100% telephone support for local and remote users in Windows 10 / Office 365 environments.
• Familiarity with SLA-driven environments.
• Proficiency in troubleshooting Windows 10/11, Office 365, and MS Outlook.
• Experience with general networking, wireless, remote desktop, and VPN troubleshooting.
• Knowledge of Active Directory, Internet Explorer, Adobe, and ticketing systems.
• Experience supporting printers, desktops, laptops, tablets, and mobile devices.

Desired Skills / Experience:

• Technical certifications such as MCDST, MCSA, HDI CSS, or HDI HDA.

SKILLS AND ATTRIBUTES:

• Strong multi-tasking abilities
• Excellent communication skills
• Critical thinking and troubleshooting skills
• Impeccable attendance record

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