IT Service Desk Technician ( Night-shift / REMOTE )

Energy Jobline ZR; Jacksonville (FL); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading technology services provider is seeking a Service Desk Technician for a night shift role. Responsible for diagnosing and resolving technology issues for end-users, this position requires strong problem-solving skills and experience in technical support. Candidates must possess a high school diploma or equivalent, along with A+ and Net+ certifications. This is a full-time position with variable shifts. Competitive compensation offered.

Qualifications

• High school degree or equivalent required.
• Experience in a technical support role.
• Must have A+ and Net+ certifications.

Responsibilities

• Provide diagnostic information and translate technical issues.
• Conduct root cause analysis and resolve technology issues.
• Document instances of hardware failure and repairs.

Skills

Analytical problem-solving

Excellent communication skills

Interpersonal skills

Ability to multitask

Education

High school degree

Associate’s degree in IT

A+ and Net+ certifications

Tools

Microsoft Office suite

Windows Active Directory

Cisco/Avaya phone systems

Job description

Overview

JOB TITLE: Service Desk Technician ( Night-shift / REMOTE )

LOCATION: REMOTE

Purpose: Verbally consult with end-users to gather diagnostic information and translate and understand their technology issue(s) to diagnose the issue through debugging, requirements analysis, troubleshooting, and technical analysis. Analyze the issue to determine the appropriate solution. Apply the solution and analyze the results to determine issue resolution. Communicate resolution to the end user in non-technology terms. Technicians will be required to conduct their work in such a manner that requires application of broad instructions, objectives and policies requiring considerable initiative and independent analytical and evaluative judgment.

Responsibilities

• Gather diagnostic information from both devices and users including receipt of escalated issues for purposes of research and resolution.
• Recognize problems and conduct root cause analysis.
• Receive and respond to incoming calls, and/or e-mails regarding technology issues.
• Work with end users to deliver support defined by contracted Service Level Agreements.
• Configure, test, maintain, and troubleshoot end user workstation hardware, mid-tier systems, software, networked peripheral devices, and networking hardware products.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, statistically monitoring system performance, and support documentation.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Maintain up-to-date knowledge of hardware and equipment contracts and facilitate contract-based installations.
• If necessary, liaise with third-party support and technology equipment vendors.
• Work directly with clients and end users to create and enforce policies and procedures for end-users, such as accessing systems.
• Provide issue resolution support and ensure the stability, integrity, and efficient operation of client networks.
• Perform remote analysis, diagnosis, and resolution of complex system problems for a variety of technologies, devices and end users, implementing remote corrective solutions.
• Communicate solutions and status accurately and timely internally and externally.
• Meet metrics including Service Layer Agreements, utilization statistics, call statistics, customer service statistics, ticket quality, billable hours, and quality of project documentation.

Job Requirements

Technical Requirements

• Software: Microsoft Office suite (all versions)
• Operating Systems: Microsoft Desktop and Server OS, MacOS, Mobile OS platforms
• Hardware: Desktops, laptops, wireless devices, network printers, servers, routers, switches, and firewalls

Education

• High school degree or equivalent required
• Associate’s degree in IT or related field
• Level 1: Not specified
• Level 2: strongly
• Level 3: required
• A+ and Net+ certifications

Experience

• Experience in a technical support role
• Level 1: 1-2 years or equivalent work experience
• Level 2: 2-4 years or equivalent work experience
• Level 3: 5+ years or equivalent work experience
• Phone systems support (Cisco/Avaya)

Other

• Candidate must be a good “organizational fit" with the rest of the EI team.
• Demonstration of analytical problem-solving and diagnostic is essential.
• Understanding of Windows Active Directory users and computers.
• Level 1: Basic; Level 2: Strong; Level 3: Expert
• Understanding of Windows NT permissions.
• Level 1: Basic; Level 2: Strong; Level 3: Expert
• Excellent communication skills.
• Ability to multitask in a fast paced environment.
• Must be creative and flexible.
• Strong interpersonal skills essential.
• Good attendance required.
• Ability to effectively build relationships with customers.
• Ability to critically think outside defined parameters.
• Ability to quickly learn to support proprietary client applications
• Able to sit for long periods of time
• Comfortable performing remote support

Experience (required for levels 2 and 3):

• VPN experience

Certifications (strongly for level 2, required for level 3):

• MCP, CCNA, Security+, MCSE + Messaging, CCA, MCSA, MCDST, ITIL v4 Foundations

MINIMAL NON-TECHNICAL REQUIREMENTS OF THE JOB:

• Travel: NO
• On-Call Duty: YES
• Physical Requirements: YES
• How often? Frequently
• Shift Work: YES
• If yes: Assigned shift will be determined by NOC Team Lead and Engineer upon hire.
• (All shift work days/hours and rest days are subject to change.)
• Job Status: Full-Time/Hourly (35-40 hrs); Core work hours/days: Shifts Vary