Remote Service Desk Technician II

Summary

Join iT1, a leading national technology solution provider, as a motivated Service Desk Technician II to provide professional and excellent Service Desk Support. The role involves providing daily support to ensure Client Success and the overall uptime and performance of critical services.

Requirements

• 3-5 years’ experience in call center or service desk environment
• Knowledge of various PC hardware and software applications including: Operating Systems: Windows 7, Windows 10, and Windows 11
• Office 365 Support
• User creations/terminations (tasks/requests)
• End-user self-service tools
• Cloud support – multiple device data syncing
• ConnectWise or other ticketing systems
• Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc
• Internet Service Provider (ISP), Cable Modem, and Internet Support
• Effective troubleshooting and documentation skills
• Experience navigating a knowledge base
• Proficient use of Microsoft Office applications
• IT troubleshooting
• Strong organization, time management, and prioritizing skills
• Completed High School Diploma/GED
• Associate Degree in Technical Field

Responsibilities

• Provides support via phone, e-mail and chat to employees of corporate clients
• Assists users in troubleshooting Outlook
• Provides support for Microsoft Operating Systems (Windows 7, Windows 10, Windows 11)
• Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365)
• Provides support for mobile devices including configuration and email sync
• Handles 50-60 issues per day efficiently and appropriately
• Maintains regular and punctual attendance
• Utilizes Active Directory database to reset network passwords
• Assists users in adding and changing network printers
• Provides technical support for VPN connectivity issues
• Controls user’s computers utilizing remote access tools
• Troubleshoots remote access connectivity problems

Benefits

• Insurance: Health Insurance, Vision, Dental, and Life Insurance
• Leave and Holidays: Paid Vacation, Paid Holidays
• Retirement: 401K Plan with company match (eligible after 1 year of employment)
• In-house fitness center