***REMOTE POSITION***

We have an immediate WORK FROM HOME position for a Tier II/III Service Desk Technician to provide 100% Remote Technical Support via phone, email, and chat to internal users (home based and in-office) across the country, as well as be an escalation point to the help desk team. This will be a 3 month contract with the potential to extend or convert to full-time employment based on the business need and individual's work performance.


Job Responsibilities:

- Provide Tier II/III Technical Support
- Respond to requests, incidents, and actions taken to resolve tickets within Client ticketing system
- Provide remote troubleshooting of PCs and standard approved applications using Client-provided remote access tool
- Be a technical resource for help desk team
- Fulfill standard pre-approved requests such as installation of approved applications
- Escalate to Client's resources for advanced troubleshooting
- Follow client-approved SOPs and policies

Required Skills

* Minimum High School Diploma or equivalent
* Must be able to pass Background Investigation
* 5+ years of recent Service Desk / Help Desk exp.
o Must have strong customer service skills and demonstrate patience with end-users-
o Must have strong verbal and written communication skills
o Strong HW/SW Troubleshooting skills
o Troubleshoot Network, VPN and WiFi connectivity issues
o Reimage machines
o Ticketing System Service Now, or alternative
o Experience with MS Office Suite (Word, Excel, Visio, Outlook, PowerPoint), Email account setup and support