Help Desk Agent - 3rd Shift - US REMOTE

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,what we do,who we are,why you should join us,support,technical,experience

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/weekend 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.<br /> <br /><strong>What We Do:</strong><br /><br />We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /> <br /><strong>Who We Are:</strong><br /><br />Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.<br /> <br /><strong>Why You Should Join Us:</strong><br /><br />You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. <br /> <br /><br /><br /> <p>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.</p> <p>&nbsp;</p> <p>REMOTE - Anywhere in the US</p> <p>&nbsp;</p> <p><strong>Shift available:</strong></p> <p><strong>Saturdays and Sundays (overnight) 6PM-6AM</strong></p> <p><strong>The remaining 18 hours can be made up on the day shift during the week.</strong></p>
Responsibilities: <br /> <ul> <li>Resolves advanced technical hardware and software issues; provides resolutions to issues escalated by Level 1</li> <li>Understanding of Active Directory administration including account unlock, password reset, adding/removing users, OUs, and memberships.</li> <li>Extensive knowledge of software, hardware, network, and peripheral support.</li> <li>Over-the-phone remote support and hands-on support to resolve technical issues</li> <li>Response to tickets escalated from our Level 1 support team via phone, in person, and electronically.</li> <li>Owns and develops documentation for Level 1/Level 2 help desk staff.</li> <li>Tracks all work with detail and precision within the ticketing system.</li> </ul>
Requirements: <br /> <p><strong>Requirements:</strong></p> <ul> <li>Proficient with troubleshooting general Windows 7-10 issues.</li> <li>At least 1-2 years of previous help desk experience is required.</li> <li>Knowledge of troubleshooting network connections, printers, share permissions and devices.</li> <li>Ability to troubleshoot and resolve email issues, specifically MS Outlook and o365.</li> <li>Troubleshoot a variety of hardware, software and network issues.</li> <li>Familiarity with the fundamental principles of ITIL/SLA.</li> </ul>