Help Desk Support Specialist
2 weeks ago
Virtual Technologies Group is a leading provider of innovative technology solutions, empowering clients to achieve their goals. Our team of experts is dedicated to delivering exceptional support and services, fostering close relationships with our clients.
We offer a comprehensive range of tech solutions, including managed IT services, hosted voice services, cybersecurity, and 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 T1 Help Desk Technician plays a critical role in providing timely and effective support to clients, leveraging various backend platforms to meet and exceed expectations. Support is primarily delivered over the phone, through the ticket system, and/or through remote methods for hardware and software support.
Responsibilities/Job Functions:
- The primary responsibility of a T1 HD Technician is to answer the phone and work the ticket boards.
- Troubleshoot and resolve computer-related issues with end users remotely and over the phone.
- Proactively monitor tickets to prevent larger issues from occurring and watch for P1 and VIP User tickets.
- Manage accounts through Microsoft Active Directory/Entra ID and Office 365.
- Setup and configuration of Microsoft Office products and many other software products.
- Identify and troubleshoot VoIP-related tickets - extension issues, voicemail reset, connectivity issues.
- Handle issues in an organized fashion through a ticketing system.
- Communicate with coworkers to escalate tickets as needed to T2 HD Technicians.
- Customer service experience is a must.
- Excellent with oral and written communication.
- Ability to quickly solve problems.
- Flexibility in a dynamic work environment.
- Entry-level industry certifications are a plus.
- Experience in VoIP platforms a plus.
- Multitasking and completing projects according to their scheduled deadlines.
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