IT Service Desk

Job Title: IT Service Desk (Remote)

About the Client: 

A Managed Office Provider, offering a comprehensive portfolio of IT, Print, Cloud and Security solutions for organizations across the country. We are growing nationwide and expanding into new markets across the US. This growth has created additional opportunities for talented tech-minded individuals to join our team.

Overview:

Serves as the first point of contact for technical support, assisting users with hardware, software, and network-related issues. This role involves diagnosing and resolving basic IT problems, escalating complex incidents, and ensuring timely and effective communication with end users. The IT Service Desk is responsible for maintaining service quality, tracking incidents through ticketing systems, and supporting overall IT operations to minimize downtime and enhance user productivity.

Responsibilities

• Act as a single point of contact for phone calls and emails for IT issues and queries to IT support
• Triage incoming support issues, determining severity and impact, and escalating when appropriate to higher tier support.
• Assist users with Level 1 Service Desk requests such as password resets and fax, printer, and copier problems.
• Troubleshoot Tier 1 IT problems, such as password resets, email problems, access changes, etc.

• Answer telephone, email, and walk-up requests for technical support.

• Troubleshoot phone line and network issues. Determine nature of problem and coordinate resolution.

• Troubleshoot cell phone issues.

• Work on other special projects as defined by the Help Desk Manager.

• Provide 100% remote support for all locations using phone and email

• Maintain a high level of efficiency by achieving SLAs on tickets/requests.

• Participate in an On-Call rotation to provide support to users during after hours.

Qualifications:

• 3-5 years experience in the Service Desk or Help Desk environment.

• 3-5 years experience with Microsoft Office (Word, Excel, PowerPoint, and Outlook).

• Experience with remote tools such as Bomgar or TeamViewer.

• Experience with ticketing systems such as Zendesk or ServiceNow.

• CompTIA A+ or Network+ certifications is an advantage!

• Basic PC knowledge to correctly log and assign help desk requests. Example: You can remove applications, install a printer, and know what an IP address is.
• Great Customer Service Skills
• Fast Learner
• Effective Communicator
• Organized
• Able to multitask
• Strong Work Ethic
• Works Well in Team Environment
• Excellent customer service skills.
• Good communication and telephone skills.
• Minimum of 30 wpm typing skills required.
  

Schedule: Night Shift

Setup: Remote

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package

  • HMO Day 1 + FREE dependent coverage

  • De minimis and allowances

  • Attendance bonus

  • Paid time offs

• Company-provided work setup (laptop, monitor, accessories)

• Training, career growth, and global exposure

• A collaborative and supportive team culture

If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, we'd love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!