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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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