IT Help Desk Support L1

GENERAL DESCRIPTION OF POSITION 
 
We are in the search for a Helpdesk agent. He/She will be responsible for providing remote (and occasional onsite) support, installation, and administration of the client’s premise and cloud-based technologies such as servers, PCs, printers, mobile devices, cameras, business phone systems, applications, and telephone and internet services.  

Also, must have the ability to succeed in a fast-paced, entrepreneurial environment and have excellent interpersonal skills with the ability to maintain effective relationships with a diverse group of clients, staff, and outside vendors 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Perform customer service duties, including remote support through the phone, and onsite support, customer support oriented. 
• Provide accurate and timely logging of problems and resolutions in appropriate systems 
• Support basic hardware issues (keyboard, mouse not working, monitor/screen without signal, Wi-Fi not connecting) these are tasks that can be troubleshot remotely, the representative needs to ask to disconnect devices, update drivers, try different cables, etc. 
• Email not working (Cannot send/receive emails, error messages in Outlook app, etc.) 
• Operating system issues (Slowness, errors in screen, updates required, etc.) 
• Ticket handling (Create, update, and close tickets. Good notes documentation, detailed steps like, what was the issue, steps to solve it, closure approval, customer complaints, suggestions, or comments) 
• Help customers understand the issue, explain steps to solve the issue, and provide tips on how to prevent future incidents 
• Ensure to delivery a good customer/technical support service (Customer satisfaction) 
• VoIP Support to lines, platforms, and installations  

REQUIREMENTS  

• English level 90% or higher.  
• 1-2 years prior experience in Desktop and application support  
• Experience OR knowledge working with Active Directory and Exchange server  
• administration  
• Experience utilizing remote monitoring and service ticket-based software packages Technical experience with  
• desktop support of hardware, software, and TCP/IP networks for both wired and wireless environments.  
• Knowledge of remote access capabilities (VPN, video, phone, and chat) to enterprise systems using role-based  
• access and security protocols.  
• B.S. Degree in Computer Science, Information Technology, or a related field.  
• Experience in Office365 or Google Workspace tools and lite administration (both are plus)  
• Experience in Windows 10 is a must.  
• Experience working in a time-tracking ticketing system. 

QUALIFICATIONS  

• Organized and Detailed Oriented  
• Good time management  
• Good at working with minimal supervision  
• Committed  
• Excellent communication skills