Address
Form of workHelp Desk Technician II - 3RD SHIFT
REMOTE - M-R 6pm-5am CST
Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business. Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.
Why a Career at Access One
- An opportunity to grow your career and expand your knowledge
- Professional development and growth through continual learning
- Recognition of all your accomplishments, large and small
- A chance to relax and enjoy your co-workers at company events
- Access to health programs such as gym membership incentives
- Comprehensive benefits including insurance, PTO (Paid Time Off) and financial planning
- Volunteer and donation opportunities to help improve our community
What you will do
The Help Desk Technician II is responsible for supporting inbound tickets and phone calls for multiple clients in a fast-paced environment across diverse network environments. The primary role of this position is to provide outstanding customer service for Tier 2 service requests, incidents, and problems reported by end users. Access One is looking for a confident and knowledgeable technician that is willing to go the extra mile to provide outstanding customer support with a “can do” attitude.
Job Responsibilities
- Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashion
- Advanced technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless
- Advanced remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Maintain internal and/or client-facing documentation as changes or knowledge is found
- Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
- Support of backup and disaster recovery solutions.
- Work closely with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.
- Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
- Fast and timely turn around on all customer requests and escalations
- Ability to work in a fast pace team environment
- Communication to our clients, vendors, and internally via phone, email, and ticketing system
- Escalating requests to appropriate higher-level team members or departments when needed
- Responsible for entering time and expenses as it occurs in our ticketing system
- Ability to work independently with locating information to assist a customer/vendor
- Enter all communication and work inside a service ticket
- Ability to assist and or train other team members when assistance is needed
- Part of an On-Call Rotation for After Hours support - Available for 3rd Shift and weekend coverage.
Who you are
- Minimum High School Diploma or equivalent
- College level courses in IT and/or certification preferred
- Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.
- Minimal 3 years of experience in similar role
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Advanced diagnostic skills of technical issues
- Labtech RMM /ConnectWise PSA experience strongly desired
- Knowledge of IT applications, processes, software, and equipment
- Strong organizational and customer service skills
- Interpersonal skills: such as communication skills, active listening, and customer-care
- Ability to multi-task and adapt to changes quickly
- Ability to work in a team and communicate effectively
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Self-motivated with the ability to work in a fast-moving environment
Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
