It Help Desk / Field Technician Level 2

The IT Help Desk / Field Technician Level 2 is responsible for providing technical support and troubleshooting in a Help Desk environment. This role fields incoming phone calls and emails from clients and triages technical issues based upon the severity level & overall business impact.

This role is remote (work at home).

Responsibilities include:

• Deliver impeccable customer service while working with clients to troubleshoot hardware and software issues.
• Accurately document issues, diagnose root cause, and update ticketing system.
• Troubleshoot and perform basic fixes in Windows & Microsoft environments.
• Efficiently resolve hardware/software issues, perform break/fix tasks, and more to close Help Desk tickets.
• Meet or exceed case resolution goals based on the Service Agreement with clients.
• Exercise in-person customer service skills and a willingness to travel locally for on-site clients.

Desired Skills & Experience:

• Associates or Bachelors Degree in IT or a related course of study preferred.
• Minimum of three (3) years of experience in a Help Desk Environment. Autotask experience a plus.
• On prem (server) and cloud (Microsoft Azure) experience.
• A+ Certification strongly preferred.
• Understanding of computer networks, computer hardware, and windows environment.
• Active listener with the ability to communicate efficiently both verbally and in writing in a professional and reassuring manner.
• Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.
• Ability to quickly analyze problems using deductive logic.
• Must have a valid driver’s license and reliable transportation, that can be used for job-related travel to client offices within Bucks County and the surrounding areas.

Standard schedule is M-F 9:00 AM - 5:00 PM