Help Desk Technician (Ft)

Help Desk Technician (Full-time, Weekend Hours)
Working under minimal supervision of the Help Desk Team Lead, the Help Desk Agent provides support to end users by handling incidents and requests that have been escalated from Level 1. Support items include installation, maintenance, and troubleshooting of both hardware and software. High quality customer support may be provided on-site, remotely over the phone, or via email. Focus is on resolving issues that require a higher level of expertise or issues that require a longer time spent on the phone to resolve. 

The Help Desk Agent needs to be able to multi-task, prioritize, and provide solutions on tickets that are escalated to their queue or by warm transfer. They will also be responsible for administrative level tasks such as IMAC, on-boarding\off-boarding, installing\uninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windows\application support, and advanced knowledge in hardware support.

This is a full time, remote, perm position. Hours for this role are Saturday and Sunday 6AM-6PM CST. The remaining 18 hours during the week can be chosen to reach a 40 hours a week schedule.

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.  Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.  We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.
Primary Job Duties:
•Resolves advanced technical hardware and software issues.
• Provides resolutions to issues escalated by Level 1.
• Advanced knowledge in administrative tasks on workstations
• Extensive knowledge in software, hardware, network, and peripheral support
• Over the phone remote support and hands-on support to resolve technical issues
•Responds to tickets escalated from our Level 1 support team via phone, in person, and electronically.
• Schedules time to work with end users to resolve issues timely.
• Handles warm transfers from Level 1 staff on more complex issues.
• Tracks all work with detail and precision within the ticketing system.
• Acts as a support system for Level 1 staff to help them resolve level 1 issues.
•Owns and develops documentation for Level 1\Level 2 Help Desk staff.
• Drafts, approves, and publishes documentation into the KB for standard fixes.

Acts as the go-to resource for client-based questions and support for Level 1.

 Proactively researches new technical systems to add new items to the KB.
•Performs all other duties or special projects as assigned.
Requirements:

• 2-4 years of relevant Help Desk/desktop work experience.
• Certification or equivalent work experience to prepare for CompTia A+ or Network+ certification, HDI, ITIL
  certs required within 12 months of hire.
• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to
  included advanced formatting, creating spreadsheets to include the use of macros.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP
  addresses, LAN\WAN\Router\Firewall architecture and configuration, VPN software, and supporting
  remote users.
• Understanding of Active Directory administration including account unlock, password reset,
  adding\removing users, OUs, memberships.
• Proficient with troubleshooting general Windows 7-10 issues

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person".