Offer summary

Qualifications:

High School diploma or A+ certification required., 6+ months of experience with Active Directory and three or more years in related areas., Knowledge of desktop end-user technologies and office automation software, including MS Office., Excellent communication skills and ability to work collaboratively in a remote environment..

Key responsibilities:

Respond to technical assistance requests via various channels and resolve issues with a 90% first-touch resolution rate.

Advise clients on hardware/software acquisitions and maintain support documentation.

Log help desk interactions and track problems through to completion, providing timely updates.

Install, configure, and troubleshoot software while escalating urgent issues as necessary.

Job description

Job Title: Help Desk Tech
Position Type: Full-Time Contract (40hrs/week)
Contract Duration: Long Term
Work Hours: Central Time Zone (CST)
Work Schedule: 8 hours/day (Mon-Fri)
Location: 100% Remote (Candidates can from from anywhere in Mexico)

Responsibilities:

Respond to requests for technical assistance in person, via phone, electronically or otherwise
Diagnose and resolve technical hardware and software issues with a 90% first-touch resolution SLA
Research questions using available information resources, knowledge base articles, training documentation, and other forums
Advise Clients Colleagues on hardware/software acquisitions, account creations, mobile devices and other system/resource access via Share Point Workflows and Info path generated request forms
Update existing and create new support documentation for communication to global support personnel via custom Share Point knowledge base
Follow standard help desk procedures and best practices in arriving at issue resolution
Log all help desk interactions and maintain communication logs in ticketing system
Install, configure, and troubleshoot all approved software as per Client's guidelines
Escalation of specific issues to appropriate teams while maintaining visibility as per escalation matrix
Identify and escalate situations requiring urgent attention through use of on-call list, team leads, local site coordinators and other appropriate resources
Track and route problems and requests through to completion, providing timely updates when applicable
Stays current with system information, changes, updates, software versions and escalation routing practices
Maintains integrity of Client's active directory system.

Required Skills and Experience

High School diploma or A+ certification
6+ months of experience with Active Directory
Three or more years of experience in related areas, or equivalent education
Knowledge of desktop end-user technologies, including PCs, iOS, Android, Windows Phone, and Windows
Experience supporting office automation software and tools including MS Office
Desire to stay abreast of best practices and technologies that affect the business and ability to retain new skills
Advanced problem-solving skills and the ability to develop creative solutions proactively
Demonstrated ability to multi-task
Excellent written and oral communications skills, including ability to document issues and resolutions
Excellent interpersonal skills and customer focus with ability to work collaboratively and deliver high-quality outcomes for IT and non-IT colleagues
Team player with ability to work independently in a distributed work environment with flexibility to handle on-call responsibilities and with no direct supervision.
Multi-lingual, with proficiency in English and local languages