Help Desk Support I

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Worker must be vaccinated for Covid

* This is for remote Service Desk agents who must be in the USA and have a good internet connection Our IT Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access. Responsibilities ● Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution ● Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction ● Provides case status updates to management and end-users per service level guidelines ● Support and maintain effective relationships with users ● Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support ● Provide support for PCs, laptops, printers, cell phones, and tablets etc. ● Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management) ● Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). ● Communicates with customers at all levels of technical and non-technical skills sets ● Follow all standard operating procedures (SOP) through the effective use of Knowledge management