Job Description

JOB DESCRIPTION

Remote in US

Essential Duties And Responsibilities
  • Serve as first point of contact for technical support to employees via calls, chat, email, and remote support
  • Utilize technical skills, historical records, knowledgebase, tools to analyze and diagnose customer issues
  • Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 2 support teams
  • Evaluate and fulfill Service Requests in accordance with established guidelines and organizational Service Level Agreements
  • Communicate directly and effectively with a large and diverse audience
  • Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes
  • Collaborates regularly with the Technology teams to resolve technical issues and continually improve the technology experience for all our employees
  • Ensure adherence to organizational security practices to protect and control company systems and data
  • Stay current with newest technology trends and developments to provide creative and efficient solutions


    • Requirements (Must have intermediate level knowledge of the following):
  • Troubleshooting fundamentals
  • Current Windows Operating Systems and built-in applications
  • Troubleshooting iOS Mobile devices and applications
  • Microsoft Active Directory/GPO and Networking Protocols (DHCP, DNS, etc.)
  • Cyber security fundamentals and best practices including identity and access management
  • Conferencing audio/visual solutions and VOIP technologies
  • A desire to learn new technologies and grow their technical skill set

    • Skills and Experience (Preferred Not Required):
  • A+ Certification
  • Intermediate knowledge of Chrome OS and Mac OS
  • Experience providing remote support via phone and chat
  • Experience with Single Sign-On systems
  • Basic knowledge of G-Suite in a corporate environment

    • Physical Requirements:
  • Be able to remain in a seated position for more than 50 percent of the workday
  • Ability to operate a computer keyboard and other office equipment
  • Have adequate visual and hearing acuity to follow instructions, and determine accuracy of the work

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