Help Desk Specialist (Remote)

The Help Desk Agent works under direct supervision of the Help Desk Team Lead selecting from a variety of established
procedures along with verbal and written instructions. This will be a dedicated position for a customer handling inbound help
desk contacts for post-migration support for Office365. As the first point of contact, the Help Desk Agent assists users who
call our external Help Desk with issues pertaining to Outlook, Office Suite Apps, Authenticator MFA, and Intune Enrollment.
While providing the highest level of customer service, the Help Desk Agent answers incoming calls, tracks all information in a
ticketing system, uses a knowledge base tool, and at times needs to use their expertise to resolve Level 1 tickets in a timely
fashion. The Help Desk Agent escalates unresolved problem/issues/requests to the proper level 2 and 3 support team.
Troubleshoots basic end user issues on various Office related applications, multi-factor authentication setup, and enrolling
mobile devices within the Intune company portal.
External Help Desk
Responds to requests for technical assistance via phone and electronically
? Advises caller on appropriate action
? Performs triage and troubleshooting on in scope issues and requests
? Logs all Help Desk interactions within the ticketing system
? Follows standard Help Desk procedures provided
? Follows ups on any open unresolved tickets within their work queue
10%
Technical Resolutions
Diagnoses and resolves technical hardware and software issues
? Researches questions using available information resources
? Remotely connect to machines to assist in troubleshooting
5%
Technical Knowledge Maintenance
Stays current with system information, changes and updates
? Any changes within our processes and procedures will need to be followed
? Stay up to date with any new updates or changes within the environment

Current open Shifts
1. Weekend shift 12 hr Sat 12 hr Sun then pick slots the rest of the week to make full 40. Other shifts can be flexible at the beginning but they must be 8 hr shifts and locked into a weekly schedule once someone starts. 8-5 or 9-6. Likely Mon and Tues or Thur and Fri.
1. Day shift M-F 6a-3p.
1. Day shift M-F 10a-7p