Virtual Technologies Group is hiring a
Help Desk Technician

Summary

The job is for a T2 Help Desk Technician at Virtual Technologies Group. The role involves providing remote support to clients, troubleshooting and resolving computer-related issues, managing accounts, and handling customer backups among other responsibilities. The company offers medical, dental, vision, 401K with company match, short-term and long-term disability coverage, life insurance, flexible work schedule, and training opportunities.

Requirements

• 2 years previous customer service experience
• Excellent with oral and written communication

Responsibilities

• Troubleshoot and resolve computer-related issues with end users remotely and over the phone
• Proactively monitor tickets to prevent larger issues from occurring with a focus on P1 and VIP User tickets and trends
• Identify and remove viruses, malware, and browser infections
• Manage accounts through Microsoft Active Directory/Entra ID and Office 365
• Setup and configuration of Microsoft Office products and many other software products
• Monitor and fix issues related to customer backups
• Handle issues in an organized fashion through a ticketing system with regular customer updates
• Communicate with coworkers to escalate tickets to Tier 3 Technicians as needed
• Become product/solution expert on team and be able to train others on the same
• Back up Tier 1 on the phones and tickets as needed
• Training, mentoring, and supporting T1 Help Desk Technicians
• Leading the training and onboarding of all new employees. Other tiers can also assist
• Continue to learn and back up on voice or data support
• Optional to perform in team on-call rotation
• Keep an eye on first response SLAs to meet customer expectations and work with T1

Benefits

• Medical, dental, and vision
• 401K with company match
• Short-term and long-term disability coverage paid for by the company
• Life insurance paid for by the company with a buy up option for you and your family
• Flexible work schedule