Helpdesk Support

1. Identity & Access Management
2. Endpoint & Productivity Tools
   • Microsoft 365 and Microsoft Office Suite
   • Windows OS troubleshooting
   • Adobe product support
3. Device & Mobility Support
   • Mobile Device Management (MDM) technologies
4. Virtual/Desktop Environments
   • Citrix or virtual desktop environments
5. Application Support
   • In-house/internal software troubleshooting
   • Web-based application troubleshooting
6. Networking & Connectivity
   • Foundational networking concepts, including:
     • VPN
     • Wi-Fi
     • TCP/IP
7. Peripheral Support
   • Printer and scanner troubleshooting

Key Responsibilities

• Serve as the first point of contact for technical support in a high-volume call center environment
• Troubleshoot and resolve hardware, software, and connectivity issues
• Achieve defined performance metrics, including After Call Work (ACW), schedule adherence, and quality standards
• Communicate technical solutions clearly to non-technical users
• Document issues, resolutions, and interactions accurately
• Use internal knowledge bases and tools to drive faster, more consistent resolutions
• Manage time effectively in a metrics driven call center environment

Required Technical Skills

• Identity & Access Management
  • Active Directory (user and access management)
  • Multi-Factor Authentication (MFA) technologies
  • FIDO passkeys
• Endpoint & Productivity Tools
  • Microsoft 365 and Microsoft Office Suite
  • Windows OS troubleshooting
  • Adobe product support
• Device & Mobility Support
  • Mobile Device Management (MDM) technologies
• Virtual/Desktop Environments
  • Citrix or virtual desktop environments
• Application Support
  • In-house/internal software troubleshooting
  • Web-based application troubleshooting
  • Browser troubleshooting
• Networking & Connectivity
  • Foundational networking concepts, including:
    • VPN
    • Wi-Fi
    • TCP/IP
• Peripheral Support
  • Printer and scanner troubleshooting

Preferred Qualifications & Certifications
Candidates with the following certifications or knowledge areas are strongly preferred:

• Emerging AI/LLM Technologies (e.g., ChatGPT, Copilot, etc.)
• CompTIA Certifications
  • A+
  • Security+
  • Network+
• HDI Certifications
• ITIL Certification