IT Support Technician

VXI Global Solutions; United States; Remote; USD 42,000 - 60,000; Full time

Job summary

VXI Global Solutions is seeking an experienced IT Desktop Support professional to assist our work-at-home staff. You will troubleshoot hardware, software, and network issues using remote tools and ticketing systems.

The role requires strong documentation, excellent communication with non-technical users, and flexibility to work evenings/weekends. A solid foundation in Windows/Mac, AD, and MFA is essential, with a focus on security and customer focus.

Qualifications

• 2+ years of work experience in a fast-paced IT desktop support role; BPO experience preferred.
• Proficiency in Windows OS and Microsoft Office 365.
• Proficiency in Mac OS and associated software.
• Proficiency with computer hardware, thin client hardware, VPN, and remote tools.
• Thorough documentation of all technical interactions and resolutions.
• VMware knowledge.
• Knowledge of Windows Active Directory.
• Intune MDM and Jamf MDM.
• MFA knowledge in configuring and managing end-users.
• Excellent written and verbal communication with non-tech users.
• Flexibility to work evenings and weekend hours as needed.
• Ability to learn and understand new products.
• Strong problem-solving skills.
• Honesty, integrity and teamwork.
• Adaptable to change and able to work under pressure.
• Good time management and multitasking.
• Maintains high ethical and professional conduct.

Responsibilities

• Provide first-level technical support to our work-at-home staff for hardware, software, and network issues.
• Use remote tools, web meetings, email, tickets, and instant messaging to resolve end-user problems.
• Aim for a high closure rate by troubleshooting remotely.
• Document all resolutions and escalations in the ticketing system.
• Configure and troubleshoot devices including computers, thin clients, Mac computers, and peripherals.
• Follow procedures and help develop new SOPs as technologies evolve.
• Evaluate objectives and propose process improvements.
• Reinforce information security compliance across IT support activities.

Skills

IT desktop support

Windows OS

Mac OS

Office 365

Hardware troubleshooting

Remote support tools

Documentation

Communication

Problem solving

Adaptability

Time management

Teamwork

MFA configuration

Flexible schedule

Tools

VMware

Intune MDM

Jamf Pro

Active Directory

VPN

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

• First Point of Service Excellence: Provide exceptional first-level technical support to our work-at-home workforce, addressing hardware, software, and network connectivity issues in real-time.
• Remote Assistance Mastery: Utilize various remote tools, web meetings, email, service desk tickets, and instant messaging to deliver prompt and effective solutions to end-users.
• Closure Rate Optimization: Achieve a high closure rate for first-level support by leveraging a diverse set of remote software tools to troubleshoot and resolve technical issues.
• Thorough Documentation: Document all resolutions and escalations meticulously within our internal ticketing system to ensure a comprehensive and organized record of IT support activities.
• Hardware Configuration and Troubleshooting: Configure and troubleshoot a range of devices, including computers, thin clients, Mac computers, and peripherals necessary for our work-at-home operations.
• Procedural Adherence and Continuous Improvement: Follow established procedures while occasionally exercising sound judgment. Contribute to the development of new standard operating procedures as we acquire new technologies, with a focus on meticulous task documentation.
• Process Enhancement: Improve existing processes by evaluating objectives, reviewing proposed changes, and making recommendations to enhance efficiency and effectiveness.
• Information Security Compliance: Reinforce information security compliance across all IT support activities.
  

Knowledge/Skills:

• 2+ years of work experience in a fast-paced IT desktop support role; BPO experience is preferred.
• Proficiency in Windows Operating Systems and Microsoft Office 365.
• Proficiency in Mac OS Operating System and software products.
• Proficiency with computer hardware, thin client hardware, software, VPN, and remote computer tools.
• Thorough documentation of all technical interactions and resolutions is required to ensure comprehensive tracking of IT support activities.
• VMware knowledge.
• Knowledge of Windows Active Directory.
• Intune MDM and Jamf MDM.
• MFA knowledge in configuring and managing end-users.
• Excellent written and verbal communication skills with the ability to interact with non-tech users.
• Flexibility to work evening and weekend hours when needed.
• Ability to learn and understand new and potentially complex products.
• Strong problem-solving skills.
• Demonstrates honesty, integrity, and teamwork.
• Adaptable to change and able to work under pressure.
• Good time management skills and ability to multitask.
• Maintains high standards of ethical and professional conduct.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!