Apply on Employer Site

Connection · 3 months ago

Sr Help Desk Agent; 3rd shift, US Remote

United States

Full-time

Remote

Senior Level

$25/hr - $31.49/hr

Connection is a company that guides the connection between people and technology, providing innovative IT solutions. The Sr Help Desk Agent role involves offering high-level customer service, resolving complex technical issues, and mentoring junior agents while managing escalated customer issues.

ComputerEnterprise SoftwareGovernmentInformation ServicesInformation TechnologyService IndustrySoftware

No H1B

Responsibilities

Resolves advanced technical hardware and software issues utilizing extensive knowledge in software, hardware, network, and peripheral support as well as advanced knowledge in administrative tasks on workstations

Provides over the phone remote support to resolve technical issues

Responds to tickets via phone, in person, and electronically

Tracks all work with detail and precision within the ticketing system

Provides resolutions to issues escalated by Level 1

Owns and develops documentation for Level 1\Level 2 help desk staff

Qualification

O365 troubleshootingServiceNowTechnical supportITIL principlesHardware supportSoftware supportCustomer serviceMulti-taskingCommunication skillsAttention to detailProblem-solving

Required

Applicants must be authorized to work for any employer in the U.S

The Sr Help Desk Agent provides the highest level of customer service to users who call the external Help Desk

Deals with calls of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist in diagnosing and/or resolving issues

Answers incoming calls, tracks all information in a call tracking system and uses a knowledge base tool along with their expertise to resolve Level 1, 2 and 3 requests in a timely fashion, escalating Level 3 requests as needed

Assists with managing escalated customer issues

Assists with the creation of updates to process and procedure documentation providing training on changes as needed

Mentors lower skilled Agents

Provides over the phone remote support to resolve technical issues

Responds to tickets via phone, in person, and electronically

Tracks all work with detail and precision within the ticketing system

Provides resolutions to issues escalated by Level 1

Owns and develops documentation for Level 1/Level 2 help desk staff

Ability to troubleshoot and resolve o365 related issues at a more advanced level

Support commonly used software, hardware, tablets, mobile devices, and network equipment

Familiarity with the fundamental principles of ITIL

Advanced knowledge in multiple ticketing systems including ServiceNow

Strong ability to multi-task and pivot through the duration of the shift

Attention to detail in composing, keying, and proofing professional business materials

Strong communications skill both verbally and written

Customer oriented with ability to listen to and anticipate needs of the customer

Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations

Creative with ability to think around problems and come up with creative solutions

Takes ownership and responsibility of an issues from start through to a successful resolution

Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve