Help Desk Specialist

1 day ago

Province of Palawan, Mimaropa, Philippines beBeeSupport Full time $60,000 - $70,000

Job Summary

Overview

We are seeking a skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.

The ideal candidate will have excellent communication skills, a strong understanding of technical concepts, and the ability to work in a fast-paced environment.

Responsibilities
  • Provide white-glove, end-user service desk support via phone, email, and chat.
  • Manage incidents and requests within the ticketing system.
  • Perform daily ticket follow-ups with end-users within respective ticketing systems.
  • Resolve username and password problems.
  • Perform uninstall/reinstall of approved software applications to devices.
  • Provide multifactor authentication, single sign-on, and VPN support.
  • Perform software and application support.
  • Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
  • Provide support for general 'how-to' inquiries.
Requirements
  • Must have a reliable high-speed internet connection to be considered.
  • CompTIA A+ certification.
  • Experience supporting Microsoft 365, Windows 10, and Active Directory.
  • 1+ year Mac OS experience.
  • Experience with the ServiceNow ticketing system.
  • Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control.
  • Experience remotely troubleshooting Windows hardware and software break/fix issues.
  • 2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
  • Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, mobile device management (MDM), VPN, WiFi, etc.
  • Knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking, and server concepts.
  • Understanding of call center metrics and KPIs.
  • College or technology school degree preferred.
  • Ability to multi-task and experience working in a fast-paced environment.
  • Strong technical troubleshooting and customer service skills.
  • Strong verbal and written communication skills.
About Us

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on protected characteristics as outlined by federal, state, or local laws.

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