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Help Desk Technician - Contract 🔥






Title: Help Desk Technician (18 months of tech support & customer service exp. - Windows, MAC and Mobile, O365) (100% Remote)









Job Description



Conexess Grouop is seeking a Help Desk Technician to provide Tier 1 technical support via phone, email, Teams Instant Message chat and ITSM system. Technicians will offer support and technical assistance to over 6,500 employees who are using software, hardware and other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. Technicians will escalate issues that extend beyond Tier 1 responsibilities.



An excellent Help Desk Technician will perform troubleshooting using different diagnostic techniques, must have good technical knowledge and be able to effectively communicate trouble shooting steps and solutions to non-technical users. They must also be customer-oriented and patient to deal with difficult customers.



Minimum Qualifications

  • Must have a minimum of 18 months of experience in a technical support environment.
  • Customer service experience required.
  • Must have working experience with Windows OS, macOS, mobile devices, and managing applications on these endpoints.
  • Hands on troubleshooting experience with Microsoft Office 365.
  • Must be able to work an eight-hour shift Monday through Friday from the hours of 8:00am to 7:00pm CT.
  • Must be available Assist with on-call duties.




Preferred Qualifications

  • De-escalation abilities/experience.
  • Bachelor’s degree in IT, Computer Science or other related fiends.
  • Excellent communication skills.




Essential Functions

  • Provides support to employees or customers regarding technical inquiries. Diagnoses to isolate the nature of the problem and resolves support issues.
  • Identifies, troubleshoots and resolves software, hardware and network failures.
  • Performs the installation, configuration, upgrades, repair and preventative maintenance of software, hardware and/or systems.
  • Thoroughly documents cases to ensure continuity of information and adherence to customer service standards.
  • Maintains awareness of current tools, methodologies and technologies associated to IT support.




#Remote



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