L1 Helpdesk Technician

This is a remote position.

• Respond to customer inquiries promptly courteously and professionally.
  
• Create document and escalate issues and problems according to ticketing standards and SLAs.
  
• Monitor assigned tickets and provide service or escalation as necessary.
  
• Provide support for escalated service desk tickets following established protocols.
  
• Provide desktop server and network support (including but not limited to administering and maintaining enduser accounts password resets/unlocks and email setup and support).
  
• Deliver technical customer support over the phone and understands support processes.
  
• Understand support tools techniques and how technology can be used to provide services.
  
• Perform remote scheduled maintenance as needed.
  
• Accurately enter and maintain case information including notes and resolution.
  
• Adhere to departmental policies for reporting and managing requests and change control.
  
• Experience using a ticketing system / RMM tool and PSA software.
  
• Submit timesheets accurately and timely 85%time utilization.
  
• Perform other duties as required by the operations manager/service coordinator.
  

Requirements

• 3 years of relevant experience in supporting networks and/or providing technical support.
  
• Experience working either on a helpdesk or MSP.
  
• Strong understanding of available tools to assist in daily tasks.
  
• Ability to troubleshoot serverbased software issues with:
  
• Microsoft Windows Server 2012/2016/2019/2022
  
• Microsoft Windows Active Directory Infrastructure
  
• Microsoft Office 365 and Azure services
  
• Major AntiVirus solutions like ESET SentinelOne and Windows Defender
  
• Remote Access Tools like LogMeIn ScreenConnect TeamViewer and VNC
  
• Basic understanding of DNS Firewalls DHCP
  
• Enterpriseclass backup solutions
  

• Should be willing to accept a longterm workfromhome arrangement.
  
• Should be amenable to a permanent night shift schedule.