Help Desk Support Specialist
1 day ago
Virtual Technologies Group is seeking a skilled Help Desk Technician to join our team. As a Help Desk Technician, you will be responsible for providing technical support to our clients through various backend platforms.
Job Summary:The Help Desk Technician will troubleshoot and resolve computer-related issues with end users remotely and over the phone. You will also be responsible for monitoring tickets to prevent larger issues from occurring, identifying and removing viruses and malware, and managing accounts through Microsoft Active Directory/Entra ID and Office 365.
Responsibilities:- 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.
- 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.
- 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.
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