Level 1 Helpdesk Technician

Job Title:r Help Desk Technician, Level 1

• Remote Position

Job Description Overview:

Provides 1st level remote support to end users; reports to the Technical Service Desk Team Manager. This position will receive incoming phone calls, emails and chats from multiple Customers. Technician will use Knowledge Base and other tools provided to attempt to resolve the customer situation on the first contact. If first contact resolution is not possible, technician will follow escalation path for problem resolution. Follow ups for problem resolution are also part of this position.

Primary Responsibilities:

• Responding to inbound incident requests within defined SLA’s
• Customer Service: including customer-oriented telephone and email/chat abilities that respond quickly, competently and patiently to customer requests
• Customer identification and verification of problem through probing questions and effective listening skills, while using provided processes and/or systems
• Problem solving: gathering information, evaluating options and offering solutions
• Providing technical support to Enterprise End Users: Standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, Password Resets, Wired and Wireless Network support
• Troubleshooting computers, printers and connectivity issues

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Requirements:

• High Speed Internet Connection
• Background security check and drug screening are required
• General technical skills – Windows 10 and 11, MS Office Suite, Exchange, Active Directory, Networking, Wired and Wireless, Desktop and Laptop basic HW knowledge, Google Suite
• Specific technical skills – Basic knowledge of Multifactor Authentication (MFA) Single sign on (SSO), mobile app usage
• Excellent customer service skills including telephone etiquette, listening skills, empathy, sense of urgency and enthusiasm.
• Excellent verbal and written communication skills in order to communicate effectively with end-users, peers, management, and client personnel.
• Ticket documentation experience
• Accuracy in spelling, grammar, pronunciation & enunciation is a necessity. High level of reading and comprehension. Clear and concise ticket documentation is critical
• Demonstrated organization and work prioritization skills
• Ability to utilize available resources
• Must be both team-oriented and self-motivated
• Flexibility
• Must work independently with minimum supervision
• Effectively using Remote Desktop Management (RDM) tools
• Ability to work in a fast paced environment with frequent changes
• Bi-lingual skills for English/Spanish and English/French are a plus
• Must be able to determine incident criticality or escalate action to secure the appropriate resolution provider, using the tools provided
• Ability to work in a fast paced environment with frequent changes

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Required Education and Experience:

• Technical School or College Degree
• 1 to 2 years technical help desk or equivalent experience
• Experience using Remote tools
• Background security check required
• Prior experience on Software and Hardware for Mobile Devices, Desktops, Workstations, Notebooks and Printers
• Experience with Microsoft Office(Outlook, Word, and Excel, O365 a plus)

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