Homeoffice IT Help Desk / Field Technician Level II en De Novo HRConsulting & Business Advisory
De Novo HRConsulting & Business Advisory · Philadelphia, Estados Unidos De América · Remote
- Professional
The IT Help Desk / Field Technician Level 2 is responsible for providing technical support and troubleshooting in a Help Desk environment. This role fields incoming phone calls and emails from clients and triages technical issues based upon the severity level & overall business impact.
This role is remote (work at home).
Responsibilities include:
- Deliver impeccable customer service while working with clients to troubleshoot hardware and software issues.
- Accurately document issues, diagnose root cause, and update ticketing system.
- Troubleshoot and perform basic fixes in Windows & Microsoft environments.
- Efficiently resolve hardware/software issues, perform break/fix tasks, and more to close help desk tickets.
- Meet or exceed case resolution goals based on the Service Agreement with clients.
- Exercise in-person customer service skills and a willingness to travel locally for on-site clients.
Desired Skills & Experience:
- Associates or Bachelors Degree in IT or a related course of study preferred.
- Minimum of three (3) years of experience in a Help Desk Environment. Autotask experience a plus.
- On prem (server) and cloud (Microsoft Azure) experience.
- A+ Certification strongly preferred.
- Understanding of computer networks, computer hardware, and windows environment.
- Active listener with the ability to communicate efficiently both verbally and in writing in a professional and reassuring manner.
- Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.
- Ability to quickly analyze problems using deductive logic.
- Must have a valid driver’s license and reliable transportation, that can be used for job-related travel to client offices within Bucks County and the surrounding areas.
Standard schedule is M-F 9:00 AM - 5:00 PM
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