ThriveDX · 8 hours ago

Technical Support Engineer

Columbia, MD

Full-time

Remote

Entry Level

1+ years exp

Maximize your interview chances

Cyber SecurityEdTech

Insider Connection @ThriveDX

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Desktop maintenance throughout the lifecycle of equipment (Procurement, deployment, inventory, management, protection and disposal).

Handling service desk tickets/requests for ThriveDX and meeting the SLA defined by the business.

Supporting ThriveDX employees by participating in the IT on-call rotation.

Communicating with computer users on status of issues and understanding the needs they have in relation to technology.

Ensuring all computers are set up with established programs/configurations using AutoPilot and MS Azure in compliance with ThriveDX company policy and procedures

PC Repair, Shipping and receiving of endpoints to personnel and warranty depot.

Exceeding the expectations of end users while resolving their technology issues in a timely manner.

Create and document IT processes and procedures for the Knowledge Base relating to end user and IT troubleshooting.

Work with the IT Team to consolidate and simplify any systems and processes where it makes business sense and where efficiencies can be gained

Other duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

CompTIA A+ CertificationHelp Desk toolsJiraMAC proficiencyWindows proficiencyCustomer support experienceCloud based applicationsHDI CertificationCustomer service trainingOffice automation productsTechnical communicationConfidential information handling

Required

1+ Experience working in a customer support environment, preferably in a tech support role

Proficiency with MAC and Windows computers

Highly organized, as to keep Help desk tickets up to date and closed out in a timely manner

Experience in hardware, software, cloud based applications, with equivalent training and/or education

Ability to handle confidential information in an appropriate manner

Customer interactions should be handled with diplomacy and tact

Individual should be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending

Ability to work independently or in a team setting

Ability to learn and support new and fast-changing technologies

Familiarity with a wide range of standard office automation products

Ability to work remotely while staying on task

Must have reasonable accommodations to work remotely in an environment conducive to provide world class customer support