Quest Technology Management
Job Title:
Help Desk
Reports to:
Help Desk Support Manager
Shift:
(Tues- Sat 11pm to 8am PT)
Location:
Remote – United States
JOB SUMMARY:
The Help Desk Person will be responsible for providing technical support to internal & external clients. This candidate will work with staff, client, or vendors requesting assistance or information. This role will follow established processes and procedures and contribute and suggest changes to those policies and procedures for continuous improvement purposes. Work is simple to moderate complexity and requires a thorough understanding of Wndows desktop Operating System and application troubleshooting and configuration.
Essential RESPONSIBILITIES and ACCOUNTABILITIES:
- Provide installation, configuration, maintenance, and troubleshooting support of computer hardware, software, desktop applications, printers, and computer peripheralsPerform routine and regularly scheduled maintenance and monitoring tasks.
- Support end users with virus/malware related issues and help repair systems and train end users on safe and secure IT behaviors.
- Provide phone and remote desktop support to customers.
- Create and update tickets and support and respond to service outages or other incidents.
- Perform root cause analysis and problem resolution.
- Plan and execute patch updates or software upgrades as required.
- Provide end user training in applications or operating system fundamentals.
- Provide user account, passwords, and access as requested, using standard procedures.
JOB SPECIFICATIONS – Knowledge & Skills:
- 2 years of experience in a Help Desk ,Technical Support Department environment.
- Strong customer service experience with focus on delivering excellence in customer service.
- In depth understanding of Windows Desktop 10 Operting Systems .
- Understanding of network concepts, TCP/IP stack and common Internet protocols.
- Attention to detail and accuracy and ability to spot long term trends in production environment.
- Must be able to clearly and concisely articulate issues and resolutions to end users is required both written and verbally.
- Familiarity with Windows desktop administration tools and processes; for example, can reboot/shut down a worksation, add and remove user accounts, configure client profiles and email.
- Reliable and dependable, self motivated and willingness to learn and contribute to the team.
- Ability to function in a 24/7 operation and work flexible schedule on weekdays and weekends as required.
- Must be able to work flexible hours, including hours beyond the normal schedule when necessary
- Local travel may be required for this position.
Working Conditions / Environment & Physical Demands:
- Required to work in a NOC / data center environment with moderate noise and cool temperatures.
- Some lifting of hardware of 50 or more pounds, reaching overhead and crawling into tight spaces.
- May be required to work off-hours, weekend & holidays as needed.
Disclaimer:
Applicant must successfully complete company background check including DMV as well as pre-employment screening.
Incumbent may be asked to perform other duties as required.
Job Type: Part-time
