Help Desk Technician

1 month ago

Maumee, United States Virtual Technologies Group Full time
Company Overview:
Be the HERO for your company again Join Virtual Technologies Group for an opportunity to tackle complex technology challenges and make a significant impact. Our company supports numerous clients, has a broad array of high-tech resources at your disposal, and fosters close client relationships. We boast the leading technical team nationwide and are expanding our workforce to better serve our customer base.

We offer diverse tech solutions at Virtual Technologies Group, ranging from managed IT services and hosted voice services for resellers and direct clients, to cybersecurity as well as physical security offerings. Additionally, we develop custom software and provide educational support in testing and fleet management for educational institutions.

Benefit Offerings:
-Medical, dental, and vision
-401K with company match
-Short-term and long-term disability coverage paid for by the company
-Life insurance paid for by the company with a buy up option for you and your family
-Flexible work schedule

Job Overview: 
The T2 Help Desk Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients. While support is primarily performed through remote methods. The Tier 2 role will ensure that issues can be resolved on a first touch/phone call.

Responsibilities/Job Functions:   
  • Troubleshoot and resolve computer-related issues with end users remotely and over the phone.
  • Proactively monitor tickets to prevent larger issues from occurring with a focus on P1 and VIP User tickets and trends.
  • Identify and remove viruses, malware, and browser infections.
  • Manage accounts through Microsoft Active Directory/Entra ID and Office 365.
  • Setup and configuration of Microsoft Office products and many other software products.
  • Monitor and fix issues related to customer backups.
  • Handle issues in an organized fashion through a ticketing system with regular customer updates.
  • Communicate with coworkers to escalate tickets to Tier 3 Technicians as needed.
  • Become product/solution expert on team and be able to train others on the same.
  • Back up Tier 1 on the phones and tickets as needed.
  • Training, mentoring, and supporting T1 Help Desk Technicians.
  • Holding weekly training sessions with the T1 Help Desk Technicians.
  • Leading the training and onboarding of all new employees. Other tiers can also assist.
  • Continue to learn and back up on voice or data support.
  • Optional to perform in team on-call rotation.
  • Keep an eye on first response SLAs to meet customer expectations and work with T1.
  • Annual continuing education and certification goals need to be met.

Minimum Qualifications: 
  • 2 years previous customer service experience.
  • Excellent with oral and written communication. 
  • Ability to quickly solve problems.
  • Flexibility in a dynamic work environment. 
  • Multitasking and completing projects according to their scheduled deadlines.

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