Sr Help Desk Agent; 3rd shift, US Remote

Introduction

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

Overview

What We Do: We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are: Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us: You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

The Sr Help Desk Agent provides the highest level of customer service to users who call the external Help Desk. The Sr Help Desk Agent deals with calls of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist in diagnosing and/or resolving issues. The Sr Help Desk Agent answers incoming calls, tracks all information in a call tracking system and uses a knowledge base tool along with their expertise to resolve Level 1, 2 and 3 requests in a timely fashion, escalating Level 3 requests as needed. The Sr Help Desk Agent assists with managing escalated customer issues. A Sr Help Desk Agent assists with the creation of updates to process and procedure documentation providing training on changes as needed. As a senior team member, the Sr Help Desk Agent mentors lower skilled Agents.

3rd SHIFT: 10pm-7am

Responsibilities

• Resolves advanced technical hardware and software issues utilizing extensive knowledge in software, hardware, network, and peripheral support as well as advanced knowledge in administrative tasks on workstations.
• Provides over-the-phone remote support to resolve technical issues.
• Responds to tickets via phone, in person, and electronically.
• Tracks all work with detail and precision within the ticketing system.
• Provides resolutions to issues escalated by Level 1.
• Owns and develops documentation for Level 1/Level 2 help desk staff.

Requirements

• Ability to troubleshoot and resolve o365 related issues at a more advanced level.
• Support commonly used software, hardware, tablets, mobile devices, and network equipment.
• Familiarity with the fundamental principles of ITIL.
• Advanced knowledge in multiple ticketing systems including ServiceNow.
• Strong ability to multi-task and pivot through the duration of the shift.
• Attention to detail in composing, keying, and proofing professional business materials.
• Strong communication skills, both verbally and written.
• Customer oriented with ability to listen to and anticipate needs of the customer.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, handling multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations.
• Creative with ability to think around problems and come up with creative solutions.
• Takes ownership and responsibility of an issue from start through to a successful resolution.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve.

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person.”