Remote Help Desk Specialist

Summary

Join our team as a Help Desk Specialist and work remotely or hybrid out of our West Chester, PA office. As a member of the Help Desk Team, you will provide IT support services, troubleshoot issues, and resolve ticket inquiries with excellent communication and troubleshooting skills.

Requirements

• Active Directory management (user creation, password changes, group assignment) (2+ Years)
• Office 365 administration (user creation, password changes, licensing management) (2+ Years)
• VPN Troubleshooting (Cisco, NetXtender, Global VPN Client) (2+ Years)
• Desktop Troubleshooting (2+ Years)
• Printer Deployment via GPO (2+ Years)
• Solid understanding of local area network (DNS, DHCP, IP)
• A+ Certification required
• Must have superior customer service skills and strong verbal/written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanor
• Ability to prioritize and escalate issues as needed to ensure exceptional customer service
• Ability to work effectively independently and within a team environment
• Must effectively manage time to make certain customer incidents are properly responded to in a timely manner
• Ability to utilize remote tools such as remote assistance and TeamViewer
• Experience supporting Lenovo and Dell hardware
• Working experience with replacing and/or upgrading an end user from one system to another
• Must have proven track record in a high-volume support desk with proven first call resolution
• Experience in DENTAL environments highly desired

Responsibilities

• Providing IT support services to end-users with a focus on helping them achieve positive business results
• Troubleshooting Windows and Office applications and basic end-user networking issues
• Setting up printers, installing and configuring end-user laptops and desktops, and phone system administration
• Monitoring and maintaining the help desk system
• Logging all tickets in our CRM tool
• Monitoring RMM alerts
• Training users on the use of the network, email, telephones, and other software, as well as on IT policies and procedures
• Providing prompt responses and clear communication for all help desk requests
• Proactively identifying and resolving problems, researching answers, and providing resources to other IT staff and users
• Providing network support services including administering Active Directory, creating and assigning user IDs, maintaining file and directory permissions, and installing and updating software on servers and PCs
• Office 365 user management
• Supporting VOIP phone system including new phone line installation, adds, moves, and changes
• Administering system-wide anti-virus and anti-malware software

Benefits

• Health care plan (Medical, Dental, and Vision)
• Paid Time Off (and public holidays)
• 401(k) retirement plan
• Life insurance
• Hybrid or remote work environment