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JOB PURPOSE:
Provide excellent customer service to partners when working with users on site at remote locations and through phone support. Strong troubleshooting and analytical skills required to resolve complex issues. Develop and maintain accurate site documentation for sites that are in your assigned region. Excellent communication skills with other team members, providing technical assistance when necessary. Use of management tools for but not limited to Windows Servers and Services as well as Citrix management tools in order to solve problems and handle requests. Located in Coastal North Carolina and the Raleigh Durham area.
KEY RESPONSIBILITIES:
1. Independence on assigned tasks showing the technical and organizational proficiency to carry out task
2. Maintain proper documentation for assigned site
3. Making contributions to the team for everyones use to better serve our customer
4. Operate as a level of escalation between the traditional telephone helpdesk and the Engineer
5. Ability to pick up and learn new tasks and tool
6. Ability to listen and explain solutions to non-technical users in a concise manner
7. Work with corporate partner to make sure all work is complete when dispatched to any remote facility
8. Customer satisfaction with focus on first call resolution when working with users over the phone. Can-do attitude.
9. Customer satisfaction when working with partners in person and on site (in-service)
10. Ability to manage a heavy case load and respond to customers request in a timely fashion
11. Perform on-site and remote analysis, diagnosis, and resolution of end-users problem
12. Follow set procedures for logging, reporting, and tracking of issues through ticket management system
KNOWLEDGE, SKILLS, ABILITIES:
• Understanding of foundational concepts and systems relevant to the role:
• Operating systems: Windows, macOS, Linux fundamental
• Networking basics: TCP/IP, DNS, DHCP, VPN, firewall
• Cloud platforms: Microsoft 365, Google Workspace, Azure, AWS
• Remote support tools: TeamViewer, AnyDesk, RDP, Zoom
• Cybersecurity principles: authentication, encryption, malware prevention
• IT service management frameworks: ITIL, incident and change management
• Hardware components: laptops, desktops, mobile devices, peripheral
• Troubleshooting and diagnostics for hardware/software issue
• Remote desktop support and screen sharing assistance
• User account management (Active Directory, Microsoft 365)
• Software installation, configuration, and patching
• Technical documentation and knowledge base creation
• Time management and prioritization in a remote setting
• Clear and empathetic communication with non-technical user
• Collaboration across distributed teams using tools like Slack or Microsoft Team
• Ability to work independently with minimal supervision
• Ability to adapt quickly to new technologies and environment
• Ability to remain calm and focused under pressure
• Ability to explain complex technical concepts in simple term
• Ability to multitask and manage multiple support tickets simultaneously
• Ability to maintain confidentiality and handle sensitive data responsibly
• Ability to identify recurring issues and propose long-term solution
• Ability to contribute to a positive team culture remotely
• Ability to search and filter MSExcel reports.
Qualifications:
MINIMUM EDUCATION REQUIRED:
High School Diploma and or College degree in Information Technology
MINIMUM EXPERIENCE REQUIRED:
Two to five years experience supporting end user devices, PCs, tablet PC, Thin Client devices, printers, faxes in a Windows and Citrix environment.
MINIMUM LICENSURE/CERTIFICATION REQUIRED:
A+ Certification, MCDST
ADDITIONAL QUALIFICATIONS: (Preferred qualifications)
MSExcel
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As an Equal Employment Opportunity employer, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.
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