Remote IT Helpdesk Support
The day-to-day tasks of a Help Desk Support team vary depending on the needs of the users or systems on a given day. Help Desk Support personnel will schedule upgrades and updates. This position will act as the first point of contact when a user is facing hardware, software, or system issues. Help Desk Support personnel will work within our ticketing system to open, address, and close tickets or maintenance tasks related to scheduling upgrades and updates. Help Desk Support personnel must demonstrate technical expertise and must have a tolerant and patient disposition, with strong communication skills.
Monitor and respond quickly to incoming requests related to IT issues.
Must be available to take incoming calls from customers using a VoIP phone system
Provide an update on the ticket
Maintain ticket queue
Maintain computer systems and act as support if any system goes down.
Responsible for PCs, Printers, Servers, and related equipment (monitor, keyboard, mouse, hard drive, etc).
Maintain user PCs, including upgrades and configuration as needed.
Assist with onboarding of new users.
Respond to customer queries by phone and email
Document internal procedures
Responding to queries via chat, email, or phone
Ask educated questions and listen to customers to determine the root cause of issues
Work through the problem-solving process with customers, empowering them to do the same in the future
Run diagnostic problems to resolve problems
Report significant and recurring issues to Tier 2
Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
Install, configure, and upgrade PC software.
Route tickets to open site tech
Remote Help Desk Support Requirements and Qualifications
Some College or BSc/BA in IT, Computer Science, or a related field
Proven experience as a Help Desk Technician or other customer service role
Ability to diagnose and resolve basic computer/technical issues
Excellent communication skills
Keen attention to detail, the memory of patterns, and interest in problem-solving
Knowledge of computer software, operating systems, hardware, and networking
Experience with software as a service (SaaS) and other software hosting protocols
Good problem-solving and critical-thinking skills
Able to work in a team as well as independently
Experience in providing professional and courteous customer services.
Must own a computer or laptop
Internet access from a computer
Proper environment to make and receive calls