Remote Support Technician

Shift: Monday - Friday 9:30AM - 6:00PM

Responsibilities include, but are not limited to:

·         Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands

·         Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier 3 support

·         Providing basic user training in support of off-the-shelf applications and office products

·         Performing remote desktop triage and system repair using remote tools.

·         Maintaining and updating records and tracking databases

·         Answering questions regarding system procedures, online transactions, systems status, and downtime procedures

·         Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems

·         Using best practices and knowledge of internal or external business issues to improve products or services

·         Meeting contractual performance criteria

·         Special non-commercial systems administrator activities (access management/file transfer) may be required

Basic Qualifications:

·         Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.

·         Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.

·         Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.

·         Ability to embrace diverse technical disciplines and excellent customer service skills

·         Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job

·         Attention to detail, leadership, and collaborative and independent work process

·         Demonstrated problem solving and technical skills to resolve critical IT issues.

·         Expertise, training, and actual work experience with customer specific, systems and technologies.

·         Must be a self-starter, work independently, and work with a clear and defined mission.

·         Must demonstrate ability to thrive and succeed in a challenging environment.

·         Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment

·         Knowledge of Windows Active Directory

·         Knowledge of multiple desktop programs, configuration and debugging techniques

·         Experience with TCP/IP and general networking issues

·         Experience with virus scanning services; Desktop, stand-alone and laptop computing services

·         Experience with servers, printers, and peripheral devices