Help Desk - graveyard shift

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timePosted 9 days ago location United States salarySalary undisclosed
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Job Description

This position is 100 remote, shift is from 330am - 1230pm EST. Field incoming help requests from end users via telephone, e-mail, and through service portal in a courteous manner with a goal to provide FCR (First Contact Resolution) Supporting users with technical issues primarily over the phone using remote support technologies Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365 If end user's problem cannot be resolved remotely the Phone Support Analyst must dispatch Tier 2 Support Analysts for on-site assistance Familiarity with working from a ticketing system like ServiceNow Solve known problems and fulfill service requests by following Knowledge Base Runbook scripts Understanding of how to deliver quality service while adhering to service level agreements (SLAs). Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Basic working knowledge of Active Directory, printers, Android and iOS mobile devices, Slack, Box and Zoom video conferencing systems Additional key skills and qualities middot Must have two years of IT experience, preferably in a technical field middot Must be intelligent, inquisitive, confident and energetic middot Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs middot Must be organized, dependable and detail-oriented middot Must be able to meet deadlines and SLAs in a fast-paced, agile environment middot Must have excellent verbal and written communication skills