
Professional Service Desk Technician
7 days ago
Key Role: We are seeking a skilled Technical Support Specialist to provide top-notch technical assistance and service desk services via phone, email, and chat.
Responsibilities:
- Deliver premium End User Service Desk Support.
- Manage incidents and requests within the ServiceNow ticketing system.
- Perform daily ticket follow-ups with end users using respective ticketing systems.
- Resolve username and password issues.
- Uninstall/reinstall approved software applications on devices.
- Provide Multifactor Authentication, Single Sign-On and VPN Support.
- Support software and application deployment.
- Offer remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers and accessories.
Required Skills and Qualifications:
- CompTIA A+ certification.
- Experience supporting Microsoft 365, Windows 10, and Active Directory.
- At least one year of experience working with Mac OS.
- ServiceNow ticketing system experience.
- Expertise in remote access tools like LogMeIn, TeamViewer, and Take Control.
- Ability to remotely troubleshoot Windows hardware and software issues.
- Two to three years of progressive experience in Technical Support roles within an MSP or call center IT environment.
- Strong understanding of common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc.
- Awareness of Active Directory, Azure, O365, MFA, SSO, Okta, networking and server concepts.
- Understanding of key performance indicators (KPIs) and call center metrics.
- Preferrable college or technology school degree.
- Excellent multitasking skills and experience working in fast-paced environments.
- Outstanding technical troubleshooting and customer service skills.
- Superior verbal and written communication skills.
Work Schedule:
Monday-Friday, 9:00am-6:00pm EST
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