Help Desk Support Engineer

Conversant Group is an IT infrastructure and security consulting company founded in 2009 and based in Chattanooga, TN. We are the world's first Civilian Cybersecurity Force, dedicated to defeating cyber terrorists. To do so, Conversant Group is organized into three battalions:  Athena7 which provides infrastructure assessment, strategy and remediation,  Grypho5 which offers ongoing managed protection, and  Fenix24 which provides rapid restoration in case of a cyberattack.

The Help Desk Support Engineer is responsible for helping to ensure employees receive a white glove end user experience starting with our first initial engagement during onboarding process and helping with their day to support needs. Additionally, this role will play a signification part in assigning and tracking requests as they come in. This role will be responsible to ensures we have proper hardware and software licenses to support us as we grow. A successful candidate will have strong customer service, communications, and organizational skills. This position reports to the Manager of User Experience

Responsibilities

• Manage the internal queue and ensure tickets are assigned and worked in a timely manner.
• Tier 1 support on support tickets that comes in working to determine the best solution for the issue.
• Direct unresolved issues to the next level of support personnel.
• Update customer data and produce reports as needed.
• Ensure proper recording, documentation, and closure of service tickets.
• Documentation of processes and how-to guides.
• Follow up with customers, provide feedback and see problems through to a resolution.
• Manage user onboarding and offboarding experience.
• Endpoint management, including:
Prepare hardware to be assigned to employees including imaging of systems.
License tracking of software.
Document and track hardware from procurement to retirement.
Review returned hardware and prepare it for redeployment or retirement.
• Maintaining a professional demeanor with clients and colleagues.
• Other duties as required.

Preferred Skills

• Working knowledge of Help Desk ticketing system and remote control.
• Knowledge of computer software systems, including databases, office applications, and operating systems.
• Excellent analytical and diagnostic skills.
• Advanced knowledge of Help Desk software and remote-access systems.
• High-level communication skills.
• Ability to troubleshoot complex hardware and software issues.
• Patience and understanding.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation

Qualifications

• Bachelor's Degree in Information Technology, related field, or equivalent work history
• Industry Certifications a plus
• Proven working experience in providing Help Desk support.
• Ability to form relationships across all levels of the company while modeling Conversant's culture and values.

We offer a dynamic, innovative work environment with rewarding work - help save our clients from disaster!

We truly value our employees and provide an extraordinary package to prove it, including:

Internal and external learning & development opportunities, including career advancement.

Competitive compensation & benefits.

Scheduled & flexible PTO programs.

Fully remote work options.

Family friendly programs

Care packages

Regular team building events.

Join the world's first Civilian Cybersecurity Force and take your career to the next level!