IDEMIA Public Security · 4 hours ago
Help Desk Technician I
United States
Full-time
Remote
New Grad, Entry Level
$56K/yr - $71K/yrIDEMIA Public Security is a leading provider of secure biometric-based solutions. They are seeking a Help Desk Technician I to provide technical support to customers, manage cases and tickets, and collaborate with team members to resolve issues efficiently.
Information Technology & Services
Responsibilities
Create and work on cases/tickets based on customer's technical support needs
Escalate reported issues to other teams on a timely manner based on existing SLAs
Answer calls that come via one or more phone support lines
Support customers via other non-phone support channels such as e-mail and chat
Utilize Salesforce for call log, tracking and documentation
Call customers back and provide updates as needed
Work in conjunction with other co-workers when supporting/troubleshooting issues
May be assigned to specific projects / platforms based on business needs
Attendance to regular team meetings (or watch all the recordings if working shift 3 hours) is mandatory
Attend project meetings and create/maintain deliverables as needed, using Microsoft tools (Office, Outlook, Teams, etc...)
Work hours: 5pm - 2am
Qualification
Required
High level of organization skills
Ability to prioritize tasks based on different workloads
Previous applied experience with Microsoft tools (Office, Outlook, Teams, etc…) is a must
Passion for technology
Ability to work on a high-pressure, time-sensitive tasks required to honor SLAs
Willingness to learn new platforms
Ability and willingness to interact with peers and leadership inside and outside the department
Previous experience with a call log and tracking tool in a Support Center/Call Center environment is expected
Previous customer service and technical support experience is expected
Experience using and troubleshooting Windows-based computers is mandatory
Preferred
Previous experience with Salesforce is highly desirable
Previous experience interacting directly with customers is highly desirable
Microsoft / CompTIA technical support certifications are very desirable
College / associate degree in Computer Science-related fields is a plus
Benefits
Bonus
Benefits
Company
IDEMIA Public Security
As our world becomes increasingly digitally connected, personal identity and security only become more important.
Founded in 1984
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Donnie Scott
Chief Executive Officer
Doug Harvey
Chief Technology Officer
Company data provided by crunchbase