Remote Help Desk Analyst

Job Description:

This position is for a full -time, 3rd Shift, remote Help Desk Analyst working in shared client environment.
The work hours for this position are: Monday - Friday, 23:00-06:00 ET

Job Description Overview:
Help desk Technician (Remote) Providing 1st level remote support. Reports to the Technical Service Desk Team Manager. This position will receive incoming phone calls, emails and chats. Technician will use Knowledge Base and other tools provided to attempt to resolve the customer situation on the first contact. Follow ups for problem resolution are also part of this position.

Primary Responsibilities:

• Responding to inbound incident requests within defined SLAs
• Customer Service: including customer-oriented telephone and email/chat abilities that respond quickly, competently and patiently to customer requests
• Customer identification and verification of problem through probing questions and effective listening skills, while using provided processes and/or systems.
• Problem solving: gathering information, evaluating options and offering solutions
• Providing technical support: Standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, Password Resets, Wired and Wireless Network support.
  Troubleshooting computers, printers and connectivity issues.

Required Skills:

• General technical skills Windows 7, Windows 10, MS Office Suite, Exchange, Active Directory, Networking, Wired and Wireless, Desktop and Laptop basic HW knowledge.
  Specific technical skills Basic knowledge of Multifactor Authentication (MFA) Single sign on (SSO), mobile app usage.
• Excellent customer service skills including telephone etiquette, listening skills, empathy, sense of urgency and enthusiasm.
  Excellent verbal and written communication skills in order to communicate effectively with end-users, peers, management, and client personnel. Accuracy in spelling, grammar, pronunciation & enunciation is a necessity. High level of reading and comprehension. Clear and concise ticket documentation is critical.
• Demonstrated organization and work prioritization skills
• Ability to utilize available resources
• Must be both team-oriented and self-motivated
• Flexibility
• Must work independently with minimum supervision
• Effectively using Remote Desktop Management (RDM) tools
• Ability to work in a fast paced environment with frequent changes
• Bi-lingual skills for English/Spanish desired, but nor required
• Must be able to determine incident criticality or escalate action to secure the appropriate resolution provider, using the tools provided.
• Looking for a candidate that has some Apple MAC experience.
• Required Education Technical School or College Degree
• Required Years of Experience
  1 to 3 years technical Help Desk or equivalent experience
• Experience using Remote tools
• Background security check required
• Prior experience on Software and Hardware for Mobile Devices, Desktops, Workstations, Notebooks and Printers
• Experience with Microsoft Office(Outlook, Word, and Excel, O365 a plus)