Help Desk Support Jobs

About The Position

Requirements

• One year certificate from college or technical school in computer science or data processing.
• A minimum of 2 years troubleshooting experience in a high-volume help desk or technical support environment.
• Must possess good organizational skills, be adaptable, and be able to prioritize tasks.
• Ability to read and understand software, hardware and process documentation as well as develop instructional materials as needed.
• High degree of soft skills, such as good communication, best customer service practices (especially patience and empathy) and excellent interpersonal communication.
• Advanced knowledge of and experience with Microsoft Windows 11.
• Deep understanding of Microsoft Office 365 applications and profile management.
• Active Directory administration including the setup, maintenance, and removal of user accounts and security groups.
• Remote desktop software used to provide remote customer support.
• VPN troubleshooting.
• Knowledge of Microsoft Endpoint Configuration Manager (MECM).

Responsibilities

• Conducts problem recognition, research, isolation, resolution and follow-up for user problems. Effectively communicating, as appropriate, the status on root cause to users and IT management.
• Reviews, prioritizes, and resolves tickets escalated by Level 1 Support that require advanced diagnostic time or elevated administrative privileges.
• Validates all support tickets destined for Desktop Support by performing root-cause analysis to ensure the issue genuinely requires a physical desk-side visit, hardware replacement, or reimaging.
• Diagnoses and resolves complex software compatibility, registry, and operating system issues for Windows 11 and Microsoft Office 365 beyond basic installation.
• Troubleshoots advanced networking issues including VPN connectivity remotely.
• Investigates repeated software failures or profile corruptions to prevent the need for full system re-imaging.
• Performs Active Directory access review, application and hardware access to ensure correct permissions are applied.
• Identifies recurring issues and creates and updates technical documentation.
• Mentors Level 1 staff on diagnostic procedures to improve "First Call Resolution" rates.
• Utilizes remote desktop software to resolve issues for off-site or remote users, serving as the final remote support tier before hardware replacement is required.
• Logs and tracks calls and maintains history records and related problem documentation within ticketing system ensuring that all information is updated for completeness and accuracy.
• Supports L1 functions as needed including call queue support, password reset/unlocks and ticket triage.
• Complete all required training applicable to this position.
• Regular and predictable attendance is an essential function of this position.
• Other duties, as assigned.

Benefits

• Paid Time Off (PTO) - 16 days annually + 9 Company paid holidays
• Medical, Rx, Dental, Vision, 401(k), Parental Leave, Life and Disability Insurance
• Promotional opportunities from within the Firm
• Employee Perks available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc.
• Positive office environment with regularly scheduled parties, contests, and community support initiatives
• On site "Bistro To Go" vending and fresh foods available
• Onsite fitness center available to join