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Help Desk I

Remote: 
Full Remote
Contract: 
Experience: 
Junior (1-2 years)
Work from: 

Offer summary

Qualifications:

1-2 years of Help Desk Support experience, Microsoft MCP or completion within 3 months, A+ or Network+ preferred, Strong verbal and written communication skills, Technical diagnostic skills.

Key responsabilities:

  • Triage and resolve basic remote support requests
  • Provide support for Microsoft applications and hardware
  • Support Skype VoIP systems and network security
  • Document tickets on a real-time basis
  • Monitor alerts and provide help desk support
Palmetto Technology Group (PTG) logo
Palmetto Technology Group (PTG) Information Technology & Services SME https://www.goptg.com/

Job description

Job Summary:

Responsible for initial triage and resolution of basic remote support requests.


POSITION RESPONSIBILITIES:
Technical:
  • Follow detailed processes to deliver consistent results
  • Provide basic support of Microsoft’s core business applications and other line-of-business applications
  • Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices
  • Provide basic support of network hardware, including switches, routers, firewalls and wireless access points
  • Provide basic support of network security solutions
  • Provide basic support and management of VoIP systems
  • Onboard and Offboard users through Active Directory
  • Provide support of backup and disaster recovery solutions
  • Provide basic support of VPNs and RDS
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Provide after-hours support per scheduled on call rotation
Operational:
  • Triage incoming service tickets
  • Resolve quick fix tickets as scheduled
  • Escalate and schedule service tickets that require higher level or onsite support
  • Resolve RMM tickets
  • Provide live answer help desk support
  • Thoroughly document tickets on a real-time basis
  • Consistently exceed defined Service Level Agreements
  • Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
  • Document internal processes and procedures related to duties and responsibilities
QUALIFICATIONS/SKILLS:
  • Strong verbal and written communications skills
  • Strong technical diagnostic skills
  • Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Understanding of technical support tools and techniques used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment
CREDENTIALS AND EXPERIENCE:
  • 1-2 years of Help Desk Support experience
  • Microsoft MCP of Current OS or completion within 3 months of employment
  • A+ or Network + preferred

Required profile

Experience

Level of experience: Junior (1-2 years)
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Diagnostic Skills
  • Adaptability
  • Typing
  • Multitasking
  • Self-Motivation
  • Non-Verbal Communication

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