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Help Desk III

3 months ago

Blacklick, United States Quardev Full time
Job DescriptionJob DescriptionQuardev is seeking a 99.9% remote Technical Support Analyst III to join our client's education technology platform team based in Blacklick, OH. This role is ideal for you if you have a minimum of 2 years of experience in a similar role providing local and remote Level 2 support to internal colleagues for software and hardware issues, Microsoft applications, etc., for an enterprise-level company. The position is remote, though there is a 2-week onsite training session that is held in Blacklick, OH. Hence, the 99.9%. The position is full-time, Monday through Friday, and offers shift flexibility (eastern time) 7am-4pm, 8am-5pm, 9am-6pm, or 10am-7pm. There is no OT.
Requirements
  • Ability to use ACD System receiving calls and managing inbound tickets by email, phone, working tickets in self service and some chat
  • Must have strong communication skills, written and verbal, and be able to stay focused on the conversation and manage calls for support
  • Must have excellent customer service skills with attention to detail and ability to listen
  • Must be naturally inquisitive and want to learn and understand at deeper level
  • Must be proactive with information gathering
  • Must have demonstrated ability to understand how to troubleshoot and when to escalate
  • Industry specific certifications like A Plus, HDI, Network Plus, CompTIA are nice-to-have
  • Bachelor’s degree or equivalent experience
  • Experience with incident and support requests
  • Experience providing remote support to client in multiple locations
  • Basic knowledge of Active Directory, Azure, Office 365
  • Basic knowledge of TCP/IP networks
  • Operate and maintain network printers and network components like video-conferencing systems based on Zoom
  • Strong attention to detail
  • Good documentation ability
  • Team player and ability to work independently
  • 2+ years in desktop support
  • 2+ years in Windows 10 and MacOS support
Responsibilities
  • Provide remote Level 2 support for software and hardware issues, Microsoft applications, and the like
  • Serve as escalation point for Tier 1 to 1.5
  • Proactively and accurately maintain technical documentation and IT manuals.
  • Proactively document technical issues and procedures.
  • Effectively troubleshoot issues and outages.
  • Serve as the responsible party for end to end lifecycle of IT assets
  • Serve as point of contact to Image, deploy, maintain and retire all hardware including desktops, laptops, monitors, etc
  • Monitor ticket queues and ensure SLOs are met
  • Continuously identify training opportunities
  • Provide hardware support for PCs, Macs, printers, network, VoIP phones, wireless and handheld devices
  • Deploy OS images for PC
  • Coordinate with vendors and service providers for in-warranty hardware replacement and service
  • Follow standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes
This is a remote position open to applicants within the United States. This role is not eligible for visa transfer, sponsorship, or corp-to-corp (C2C).IMPORTANT - This position is not eligible for Corp-to-Corp (C2C) or Visa (H1b) transfer or sponsorship.
Compensation: Maximum pay rate is $21.63HR
Note: This role is a 99.9% remote, contract role.

Thank you for considering Quardev. When you join the Quardev consulting team, you join a team of industry veterans with a combined experience of over 30 years who are dedicated to creating a positive work environment that attracts and retains consultants through a combination of employee satisfaction, working conditions, and company culture.

Team members enjoy W-2 employment benefits, competitive salary, birthday off paid; affordable health, vision, and dental insurance; and 401K. We pride ourselves on being a great place to work and strive to ensure our team members enjoy coming to work each day.

For more information and new job opportunities, visit www.Quardev.com
Check out our employee reviews on Glassdoor.

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities, and qualifications for this job.

Quardev is an equal opportunity employer committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Applicants with disabilities who require assistance or accommodation should contact the nearest Quardev location directly for assistance. This can be identified at: www.quardev.com

No 3rd party recruiters, please.