Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
Manage ticket queue to ensure timely resolution
Provide customer support using remote connection software
Provide thorough documentation on each customer interaction
Prioritize ticketing system flow by following SOPs and KB articles for resolution
Meet or exceed KPI goals
Troubleshooting of the following, though not limited to: Advanced desktop issues, VPN connectivity, Entry-level server support, Hardware issues, Line of business support
Requirements
IT Fundamentals and A+ certifications, or equivalent professional experience
1+ year of professional help desk experience
Strong customer service skills
High attention to detail
Ability to follow instructions and policies
Ability to adapt to changing and fast-moving environments
Strong phone skills
Benefits
Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA options
Competitive 401(k) participation with up to 4% contribution match
Certification reimbursement to support your continued development
Meaningful opportunities for advancement within a growing organization
A culture built on drive, accountability, collaboration, and excellence