Responsibilities
- Provide exceptional customer service support in person, on the phone or through chat/email
- Utilize helpdesk platform (Freshdesk) to monitor, assign, and respond to helpdesk tickets while meeting SLA’s
- Install and configure computer hardware, software, and printers
- Investigate, diagnose and resolve computer software and hardware issues
- Assist with onboarding of new users
- Assign users and computers to proper groups in Active Directory and manage security settings on files, folders, and shares
- Managing stock of equipment and other supplies
- Support use of the Microsoft 365 Platform
- SharePoint / OneDrive standards and use
- Teams / PBX use
- Office Suite Training
- Maintain Technology service desk policies and procedures
- Develop Knowledgebase articles for Technology group and end-users
- Manage Technology assets and maintain software / hardware inventory
Requirements
- Excellent interpersonal and communication skills
- Deep but ever-evolving technical knowledge
- Positive attitude
- Sense of urgency
- Collaborative
- Resourceful
- Punctual
- Professional
- Ability to work during standard business hours in CT, MT, or PT time zones
- Experience with diagnostic and service management tracking tools
- Ability to provide in-person, hands-on help at the desktop level, phone support, and chat/email support
Work Arrangement
Remote (City/Region) — Central Time Zone (CT), Mountain Time Zone (MT), Pacific Time Zone (PT)
Team
Reports to: Technology Success Manager
Additional Information
- Standard business hours availability required
- Must be able to work in Central, Mountain, or Pacific time zones
- Support provided via in-person, phone, chat/email
- Uses Freshdesk as helpdesk platform
- Supports approximately 3,000+ users across 170+ office locations
