Senior Help Desk Agent

PC Connection, Inc.; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

A leading IT service provider is seeking a Sr Help Desk Agent for the 3rd shift, US Remote. You will resolve advanced hardware and software issues, provide remote support, and manage ticketing documentation. Strong troubleshooting skills for O365 and familiarity with ITIL principles are essential. This role requires effective multi-tasking during varying traffic levels.

Qualifications

• Ability to troubleshoot and resolve O365 related issues at an advanced level.
• Experience providing over-the-phone remote support for software and hardware.
• Familiarity with ITIL fundamental principles.

Responsibilities

• Resolve advanced technical hardware and software issues.
• Track work within the ticketing system and develop documentation.

Skills

Troubleshooting O365 issues

Remote support for software and hardware

Multi-tasking under pressure

Tools

ServiceNow

Job description

A company is looking for a Sr Help Desk Agent for the 3rd shift, US Remote.

Key Responsibilities

• Resolves advanced technical hardware and software issues
• Provides over-the-phone remote support to resolve technical issues
• Tracks all work within the ticketing system and develops documentation for help desk staff

Required Qualifications

• Ability to troubleshoot and resolve O365 related issues at an advanced level
• Support for commonly used software, hardware, tablets, mobile devices, and network equipment
• Familiarity with ITIL fundamental principles
• Advanced knowledge in multiple ticketing systems including ServiceNow
• Strong ability to multi-task effectively during varying traffic levels