Helpdesk Technician - Remote Work From Home

Must reside in the Kansas City Metro area. Remote work from home.

Must have previous over the phone helpdesk / service desk experience to be considered

Description:

6-month contract to hire Help Desk position. This position requires at least 1 year of Service Desk or Help Desk experience. Candidates must have great customer service experience, positive attitude and problem solving skills. This is a Microsoft shop with a few MAC and Apple products - M365, Windows 10, Active Directory, VPN and Network Printer Support.

General Purpose

Provide first-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to tier 2 technicians. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment. This position will handle calls as their primary duties as well as work tickets and may be asked to help with projects.

Job Duties and Responsibilities:

 Perform troubleshooting and repairs of Windows 10 as well as some Apple products.

 Perform troubleshooting on Network Printer and Multifunctional Devices as well as Home Office Printers.

 Perform troubleshooting and have a working knowledge of Office365.

 Knowledge of accessing systems remotely via remote tools such as Teamviewer

 Perform troubleshooting on remote VPN connectivity

 Perform troubleshooting on network drive access

 Work daily with Active Directory with knowledge on resetting passwords and assigning users and computers to groups.

 Perform troubleshooting on mobile devices, iPhone/iPad and Android.

 Work daily with internal customers via phone, and email.

 Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.

 Maintain positive, professional attitude always.

 Other duties may be assigned as required.

Minimum Requirements

Education and Experience

 Associate degree in related field of study preferred

 Bachelor’s Degree preferred

 1-2 years of experience in MS Windows environment handling Level 1 calls

 Certifications are preferred

 Experience handling desktop and laptop break/fix support

 Experience using and troubleshooting MS Office (O365) products

 Experience using ticketing systems, ServiceNow preferred

 Experience managing and troubleshooting Windows 7 and 10 workstations