Help Desk Technician II

IDEMIA

3h • $31 - $39

About The Position

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here.

Requirements

• US Citizenship Required.
• High level of organization skills.
• Ability to prioritize tasks based on different workloads.
• Previous applied experience with Microsoft tools (Office, Outlook, Teams, etc.) is a must.
• Passionate for technology. Ability to work on a high-pressure, time-sensitive tasks required to honor SLAs.
• Willingness to learn new platforms.
• Ability and willingness to interact with peers and leadership inside and outside the department.
• Previous experience with a call log and tracking tool in a Support Center/Call Center environment is mandatory.
• Previous customer service and technical support experience is highly expected.
• Be a self-starter and driven by a sense of urgency based on competing priorities.
• The following minimum certifications (or above) are required: CompTIA A+ or Microsoft MS-900 or Microsoft Endpoint Administrator Associate (MD‑102).
• Previous (retired) Microsoft Windows certifications are accepted: MTA: Windows Operating System Fundamentals or MD‑100: Windows Client or MD‑101: Managing Modern Desktops.
• Experience using and troubleshooting Windows-based computers in a corporate environment is mandatory.

Nice To Haves

• Previous experience with Salesforce is highly desirable.
• Previous experience interacting directly with customers is highly desirable.
• Advanced Microsoft / CompTIA technical support certifications are very desirable.
• Working knowledge on troubleshooting Idemia platforms (with supporting references) may be considered in lieu of a Microsoft or CompTIA certifications.
• Bachelor or Associate degree in Computer Science-related fields is a plus.

Responsibilities

• Create and work on cases/tickets based on customer's technical support needs.
• Escalate reported issues to other teams on a timely manner based on existing SLAs.
• Answer calls that come via one or more phone support lines.
• Support customers via other non-phone support channels such as e-mail and chat.
• Utilize Salesforce for call log, tracking and documentation.
• Call customers back and provide updates as needed.
• Work in conjunction with other co-workers when supporting/troubleshooting issues.
• May be assigned to specific projects / platforms based on business needs. Attendance to regular team meetings is mandatory.
• Attend project meetings and create/maintain deliverables as needed, using Microsoft tools (Office, Outlook, Teams, etc.).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree