Job Description

Position Summary:
Client is looking for two (2) IT technicians to provide excellent customer service through remote and on-site technical support during a 6 month engagement. Works with end users to resolve their technical incidents and service requests in a dynamic remote environment.

Required Job Skills / Professional Competencies:

Demonstrated technical proficiency with:

  • Active Directory
  • Web Help Desk or other IT ticketing tool
  • Basic networking concepts
  • Excellent communication skills (phone and written)
  • Establish priorities and adjust work accordingly
  • Troubleshooting technical issues in a complex multi-platform environment
  • Information security and data privacy practices
  • Effective interpersonal skills and ability to maintain a positive working relationship with others
  • Presentation of material to all knowledge levels
  • Ability to maintain confidentiality and privacy

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience)

  • Providing customers support via remote tools such as Bomgar or other Remote desktop software.
  • Windows 10
  • Office 365
  • OSX
  • iOS, Android
  • ITSM / ticket tool experience
  • IT Technical customer service experience
  • Telephone Support experience.
  • Experience supporting Microsoft office
  • Experience Supporting Windows 10 and OSX

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience)

  • COMPTIA A+, Networking+
  • Requires extraordinary customer service skills and the desire and ability to go "above-and-beyond on any given ticket to ensure customer success.
  • Requires expertise installing, configuring and operating Microsoft Windows and Mac OS.
  • JAMF and Ivanti or SCCN/CM experience
  • Superior organization and follow-through skills are essential; must take initiative to ensure customer success.

Working Conditions

  • Candidate will be required to work from home and be on campus when required'
    • As contract matures, the role will be an increasingly on-campus role.
  • VPN and remote desktop utilities.
  • Continual communication via voice, instant message and video chat.
  • Repetitive call handling and troubleshooting.
  • Training of clients and step-by-step walkthroughs of technical processes.

Application Instructions

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