Helpdesk Technician II

Raintree Systems, Inc

91d

About The Position

This position is fully remote and may be performed from one of the following U.S. states: AL, AZ, FL, GA, IN, KS, MA, MI, MS, NC, NV, OR, PA, SC, TN, TX. Here at Raintree we are a remote first technology company, so naturally our people use a lot of technology. With technology playing a crucial role, that’s where you come in. Your position is to provide day-to-day efficient and effective resolution to our users as a member of the IT team. We are looking for self-motivated individuals to take on new challenges and motivate teams in fostering solutions to the hurdles we face. Together, we take ownership for what we do, whether supporting IT infrastructure, IT Applications, or developing new technology in-house. You must be able to manage large projects with minimal guidance that affect multiple regions. You will need to resolve customer issues in times of crisis, remain focused under pressure and get them working again. Being punctual, reliable and consistent is key to Raintree’s success. To function at a high level, you are expected to be reliable and adhere to your work schedule as designated by your leader. Lastly, be passionate about providing quality customer service and contributing to team success.

Requirements

• Excellent communication and problem-solving skills.
• Knowledge and experience on Windows 10 OS and above; MacOS and iOS are a plus.
• Experience with Service management tools such as FreshService, Jira, Salesforce.
• Fluency in Microsoft Office (Word, Excel, PowerPoint) and the Google suite (Gmail, Google Docs, Google Calendar).
• Understanding of ITIL: Incident, Change, Problem, Service Request and related activities.

Nice To Haves

• Ability to understand technical concepts and help others learn.
• Ability to solve complex problems with innovative solutions.
• Ability to manage multiple priorities.
• Ability to quickly and proactively understand the client's business problems.

Responsibilities

• Perform maintenance and troubleshooting to keep all tools and devices running smoothly.
• Serve as the escalation point of contact for Level 1 Technicians.
• Provide exceptional technical support by phone, email, remote access or in-person as needed.
• Ensure user requests for client-related services are generated, tracked, escalated and followed through to satisfactory completion.
• Manage inventory of new and replacement equipment and diagnose hardware faults.
• Provide standard and approved hardware and software support and maintenance on workstation devices.
• Support, manage, optimize and maintain the configuration and installation of workstations.
• Collaborate with internal teams or vendors to execute projects.
• Audit the quality of work performed and provide constructive feedback when necessary.

Benefits

• Remote Work/Work From Home
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break
• Health, Dental, Vision, HSA/FSA
• 401K with Company Match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 251-500 employees