Help Desk Analyst -US Remote - 3rd Shift Details

Help Desk Analyst -US Remote - 3rd Shift

Connection - Springfield, IL

Employment Type : Full-Time

Overview: Outstanding opportunity with our organization in support of our 24X7 Help Desk operations for our external client base. We are looking for a Help Desk agent for 3rd shift shift coverage. This is a full-time, remote opportunity with excellent benefits including but limited to medical, dental, vision, 401K, tuition reimbursement, and 3 weeks of PTO. The Help Desk Agent role is to provide technical support and assistance to end-users of all levels, with a broad variety of software and hardware issues. This position requires a great attitude, above average communication, analytical skills, and problem-solving skills to provide first technical support, as well as, the ability to research, resolve and escalate IT issues when necessary. REMOTE - Anywhere in the US SHIFT - 10PM-7AM, M-F

Job Details:

• Resolves advanced technical hardware and software issues; provides resolutions to issues escalated by Level 1.
• Understanding of Active Directory administration including account unlock, password reset, adding\removing users, OUs, memberships.
• Extensive knowledge in software, hardware, network, and peripheral support.
  Over the phone remote support and hands-on support to resolve technical issues
• Response to tickets escalated from our Level 1 support team via phone, in person, and electronically.
• Owns and develops documentation for Level 1\Level 2 help desk staff.
• Tracks all work with detail and precision within the ticketing system.

• Proficient with troubleshooting general Windows 7-10 issues.
• Knowledge of troubleshooting network connections, printers, share permissions and devices.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook and o365.
• Troubleshoot a variety of hardware, software and network issues.
• Familiarity with the fundamental principles of ITIL/SLA.