Help Desk Support/Technical Support - Remote

Helpdesk Technician

Help Desk Technician
ZP Better Together is one of the nation's most extensive communication services for the deaf and hard of hearing communities. As a leading provider of onsite interpreting services, video relay services, and remote video interpreting, the company delivers a wide array of options designed to meet the unique communication needs of its customers. Please view our website:
ZP Better Togethers' vision is to provide high-quality services with innovative products that break down communication barriers for its customers. We strive to change the game because we believe communication access is a right worthy of utmost respect and because every conversation matters.
Help Desk Technician Job Responsibilities:
The Helpdesk Technician provides fast technical assistance on company computer systems. They must be customer-oriented and able to explain themselves to company employees with varied technical experience. They need to be able to work alongside the NOC and other IT Staff to support the overall IT mission to provide a safe, secure, and stable computing environment for our company employees.

• Serving as a point of contact for company employees seeking technical assistance over email, in-person, or through the JIRA Service Desk ticket system
• Perform software/hardware troubleshooting of end user issues remotely using various tools
• Determine the best solution based on IT policies
• Assign priority levels to support requests and projects, then see them through to completion
• Ensure a JIRA Service Desk Ticket exists for all support cases that are reported
• Follow-up and provide updates on JIRA Service Desk tickets, including resolution steps
• Identify and suggest possible improvements to IT procedures or processes
• Document all Helpdesk processes and procedures in Confluence
• Update and Patch operating systems, 3rd party software, etc.. Help Desk Technician Qualifications / Skills:
• A strong desire to learn American Sign Language and the ability to adjust to a deaf culture working environment is required
• Able to build and image end-user computers
• Experience working with an ITIL Service Desk product for tracking issues and resolution
• Experience with Active Directory, and the full Office 365 Suite
• Experience configuring and troubleshooting cell phones (Android/IOS)
• Experience in providing Zoom video conferencing support
• Customer-focused and problem-solver

Viewing computer monitor, videophone, and cell phone (40-60%)

• Lifting computers and other equipment up to 50lbs
• Boxing, Receiving, Unboxing, and Shipping Equipment
• Position may require some travel

It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees for this job.