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Connection · 3 days 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. They are seeking a Senior Help Desk Agent to provide high-level customer service and technical support for complex IT issues, managing escalated customer issues and mentoring junior agents.

ComputerEnterprise SoftwareGovernmentInformation ServicesInformation TechnologyService IndustrySoftware

No H1B

Responsibilities

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

The Sr Help Desk Agent 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

The Sr Help Desk Agent 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

The Sr Help Desk Agent assists with managing escalated customer issues

A Sr Help Desk Agent assists with the creation of updates to process and procedure documentation providing training on changes as needed

As a senior team member, the Sr Help Desk Agent mentors lower skilled Agents

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 troubleshootingServiceNowITIL principlesHardware supportSoftware supportMulti-taskingAttention to detailCommunication skillsCustomer orientedProblem solving

Required

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