Support Desk Technician (Tier 2 IT Help Desk)

Marco Technologies

1d•$22 - $33•Remote

About The Position

The Support Desk Technician is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will provide phone support, remote troubleshooting, and administration.

Requirements

An associate degree and two years of experience; or equivalent combination of education and experience
Proficiency with business collaboration tools such as MS Office applications.
Superior communication skills in working with technical and non-technical people.
Must be organized and professional.
Communication – Must possess strong communication skills in working with technical and non-technical people, and the ability to develop and maintain collaborative relations among all levels of an organization.
Commitment – See that tasks are completed from start to finish. Demonstrate thoroughness and commitment.
Initiative – Must possess the ability to be a self-starter and take initiative. Work to identify and resolve problems in a timely manner, however if you can’t resolve it yourself, use resources to find someone who can.
Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation.
Teamwork – Contribute to a positive team spirit by working with others on a combined task. Make contributions to the task and share the responsibility of the outcome. Exhibit objectivity and openness to others’ views and welcome feedback.
Time Management – Must possess the ability to prioritize several tasks and keep them running simultaneously (multitasking). Be able to recognize and respond to changing priorities in order to meet deadlines.

Nice To Haves

Current MTA (Microsoft Technology Associate) certification preferred.

Responsibilities

Providing helpdesk technical support to clients.
Experience with setting up accounts in Active Directory, Exchange, and Office 365.
Respond to client emails, system alerts, and other correspondence in an appropriate and timely manner.
Accurately and promptly log client problem information and create a service request.
Remediate support requests for move/add/change type work.
Verify systems and applications functionality to identify proper resources to assign for resolution.
Verify and maintain client contact and database information.
Participate in best practices and follow operations procedures to create efficiencies.
Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.
Attend required company and departmental meetings.
Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
Perform other related duties as assigned.