Remote Help Desk Technician: First-Level IT Support

JOB SUMMARY Provide first-level remote IT services or assist in the delivery of higher level services to our customers. Properly enter all calls into the helpdesk system. Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement parameters. Ability to use remote desktop applications in order to troubleshoot end user PC related problems. Ability to resolve standard documented problems with minimal assistance. Take ownership for customer problem resolution. Possesses working knowledge of customer support business and technology processes: Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. Identify customer-training issues on standard and non-standard products. Able to contribute to technical discussions with other team members and contributes to the decision making process. Key Responsibilities - Provide first-level remote IT services or assist in the delivery of higher level services to our customers - Properly enter all calls into the helpdesk system - Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement parameters - Ability to use remote desktop applications in order to troubleshoot end user PC related problems - Ability to resolve standard documented problems with minimal assistance - Take ownership for customer problem resolution - Possesses working knowledge of customer support business and technology processes: Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. - Identify customer-training issues on standard and non-standard products - Able to contribute to technical discussions with other team members and contributes to the decision making process Required Qualifications - Able to demonstrate good customer service skills - Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices - Able to demonstrate basic hardware and software trouble shooting skills - Able to demonstrate good problem solving & critical thinking skills - Able to demonstrate ability to work with minimum supervision - Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.) - Able to demonstrate willingness to work as a team player - Able to demonstrate good organizational skills and ability to attend to details - Ability to travel as required Preferred Qualifications - Call Center experience Certifications - Minimum: High School Diploma or equivalent - No less than one entry level certification (A+, N+, or OEM vendor certification)#J-18808-Ljbffr