IT Support Technician I - Work From Home/Remote

We are seeking an IT Support Technician I for a weekend shift who is willing to learn and understand current technical support and business system processes, procedures, integrations, security layers and governance policies. Become familiar with processes for analyzing new and existing business systems. Support non-production and production business system processes, workstation configuration, inventory tracking, and cell phone administration. Willing to be a leader in a team as first line of defense for all troubleshooting issues as an escalation point within a help desk. 

Responsibilities 

• Provide extraordinary customer service, Help Desk support, and resolve issues. 
• Monitor and respond quickly and effectively to requests received through the IT Help Desk.
• Monitor Service Desk for tickets assigned to the queue and process per established best practices.  
• Utilize and maintain the Help Desk tracking software. 
• Modify configurations, utilities, software default settings, etc. for the local workstation. 
• Document internal procedures. 
• Assist with onboarding of new users. 
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment. 
• Install, test, and configure new workstations, peripheral equipment, and software. 
• Manage PC setup and deployment for new employees using standard hardware, images, and software.  
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Perform timely workstation hardware and software upgrades as required.  
• Participate in SCRUM project planning for project-based support.
• Strong open communication with other team members and management on best practices, issues, new requirements, hardware, and architecture. 
• Ensure confidentiality of company information. 
• Perform other duties as assigned by Manager. 

Qualifications

• Experience troubleshooting and maintaining standard office applications, mapping, and troubleshooting of printers, and other basic office automation issues. 
• Experience with ticketing systems and technical support for hardware, software, phone and mobile devices, security policies, and communication techniques.
• Experience operating system imaging and software deployments. 
• Must have familiarity with Microsoft Windows environment and macOS devices.
• Aware of current trends in software, system architectures, and support methodologies.
• Familiarity with process development and compliance.
• Impeccable written and verbal communications skills and able to communicate effectively with management, teammates, and end users.
• Self-motivated, Analytical, and able to excel in a collaborative structured environment.
• Excellent customer service skills, with a high satisfaction rate.
• Self-motivated and able to excel in a collaborative structured environment.
• Experience operating system imaging preferred. 
• Experience with software deployment preferred.

Shift is full-time, Thursday – Sunday, between the hours of 12:30 pm and 11:00 PM IST.  

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