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Imagine finding a career where you’re rewarded for doing what you do best—helping others.

Remote, IL


<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers&rsquo; IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we&rsquo;re a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose.</strong></p>

keywords: position summary,position details,technical,support,education & experience,communication,skills

Full Time

Overview: <br /> <p>Outstanding opportunity with our organization in support of our 24X7 Help Desk operations for our external client base. We are looking for a Senior Help Desk Agent. 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.</p> <p>The Senior Help Desk Agent works under minimal supervision of the Help Desk Manager, referring only exceptional problems and issues for review or approval. As the first point of contact, the Senior Help Desk Agent provides exceptional customer service, handling a wide variety of incoming calls, tracks all information in the call tracking system, and utilizes a knowledge-based tool combined with their expertise to resolve Levels 1, 2, and 3 requests in a timely manner. This role will mainly assist with managing escalated customer issues, and assist with the creation of updates to process and procedure documentation, while providing training and mentorship to lower-level agents.</p> <p><br />REMOTE - Anywhere in the US (Central or Eastern time zone.)</p>
Responsibilities: <br /> <ul> <li>Responds to requests for technical assistance in person, via phone and electronically with the ability to resolve more difficult Level 2 and Level 3 problems with or without remote tools.</li> <li>Advises callers on appropriate actions to take, logs all help desk interactions, follows standard help desk procedures and properly managing escalated customer issues.</li> <li>Diagnoses and resolves technical hardware and software issues while researching questions using information resources and administers help desk software.</li> <li>Provides training on updates to processes and communicates quick fixes, assists in cross-training, and provide updates to procedure documentation as needed.</li> <li>Ability to stay current with system information, changes and updates including respective client applications, and commonly used software and hardware.</li> <li>Performs all other duties or special projects as assigned.</li> </ul>
Requirements: <br /> <ul> <li>5-7 years of relevant work experience.</li> <li>Associate degree or the equivalent combination of education and work experience.</li> <li>CompTIA A+ and N+ certifications</li> <li>Advanced Microsoft Office skills including the ability to create presentations and documents in Word with advanced formatting, creating spreadsheets to include use of macros.</li> <li>Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, and supporting remote users.</li> <li>Understanding of Active Directory to unlock and reset passwords.</li> <li>Proficiency in Office 365 and Windows 7-10.</li> <li>Fundamental familiarity with ITIL/SLA principles</li> <li>Support back-office hardware including printers, software, Web Applications, and other equipment.</li> <li>Strong attention to detail and ability to handle shifting and changing priorities, manage downtime productively, and remain calm and professional during challenging situations.</li> <li>Excellent written and verbal communication skills with the ability to deliver exceptional customer service to internal and external customer base.</li> <li>Strong leadership skills with the ability to take responsibility for issues through successful resolution.</li> <li>Friendly, helpful and ability to listen effectively.</li> </ul>