Sr Help Desk Agent
Overview:
Connection has a terrific opportunity for a Senior Help Desk Agent role.
This will be a full time role with Connection.
M-F.
8AM-5PM or 7AM-4PM CST.
This role will be fully remote and can sit anywhere in the US, preferably CST or EST.
The Sr 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 Sr Help Desk Agent provides the highest level of customer service to uses who call the external Help Desk.
The Sr Help Desk Agent deals with calls of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist in diagnosing and/or resolving issues.
The Sr Help Desk Agent answers incoming calls, tracks all information in a call tracking system and uses a knowledge base tool along with their expertise to resolve Level 1, 2 and 3 requests in a timely fashion, escalating Level 3 requests as needed.
The Sr Help Desk Agent assists with managing escalated customer issues.
A Sr Help Desk Agent assists with the creation of updates to process and procedure documentation providing training on changes as needed.
As a senior team member, the Sr Help Desk Agent mentors lower skilled Agents.
What We Do 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.
Thats what we do.
Were the IT Departments IT Department.
Who We Are Our team is made stronger by a multitude of backgrounds, experiences, and perspectives.
Its what makes Connection uniquewhat drives us to innovate and create technology solutions that stand apart from the crowd.
Wed 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.
Why You Should Join Us Youll find supportive teammates and a rewarding career at Connectionplus 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 emotional wellbeing.
To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.
Youll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.
Responsibilities:
Responds to requests for technical assistance in person, via phone, and electronically with ability to resolve more difficult Level 2 and 3 problems with or without remote tools.
Advises caller on appropriate action.
Logs all help desk interactions.
Follows standard help desk procedures.
Assists with managing escalated customer issues.
Diagnoses and resolves technical hardware and software issues.
Researches questions using available information resources.
Administers help desk software.
Provides training on updates to processes and mentoring to lower skilled Help Desk Agents.
Communicates quick fixes.
Assists in cross training.
Updates process and procedure documentation as needed.
Stays current with system information, changes and updates.
Becomes familiar with each client and their respective applications.
Learns fundamental operations of commonly used software, hardware, and other equipment.
Performs all other duties or special projects as assigned.
Min:
USD $24.
04/Hr.
Max:
USD $30.
29/Hr.
Qualifications:
Associates Degree or the equivalent combination of education and work experience.
CompTIA A
and N
certifications.
Minimum 5 years work experience.
Strong leadership potential and excellent attention to detail.
Customer service minded Recommended Skills Attention To Detail Cloud Computing Coaching And Mentoring Customer Service Finance Help Desk Estimated Salary: $20 to $28 per hour based on qualifications.
Connection has a terrific opportunity for a Senior Help Desk Agent role.
This will be a full time role with Connection.
M-F.
8AM-5PM or 7AM-4PM CST.
This role will be fully remote and can sit anywhere in the US, preferably CST or EST.
The Sr 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 Sr Help Desk Agent provides the highest level of customer service to uses who call the external Help Desk.
The Sr Help Desk Agent deals with calls of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist in diagnosing and/or resolving issues.
The Sr Help Desk Agent answers incoming calls, tracks all information in a call tracking system and uses a knowledge base tool along with their expertise to resolve Level 1, 2 and 3 requests in a timely fashion, escalating Level 3 requests as needed.
The Sr Help Desk Agent assists with managing escalated customer issues.
A Sr Help Desk Agent assists with the creation of updates to process and procedure documentation providing training on changes as needed.
As a senior team member, the Sr Help Desk Agent mentors lower skilled Agents.
What We Do 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.
Thats what we do.
Were the IT Departments IT Department.
Who We Are Our team is made stronger by a multitude of backgrounds, experiences, and perspectives.
Its what makes Connection uniquewhat drives us to innovate and create technology solutions that stand apart from the crowd.
Wed 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.
Why You Should Join Us Youll find supportive teammates and a rewarding career at Connectionplus 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 emotional wellbeing.
To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.
Youll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.
Responsibilities:
Responds to requests for technical assistance in person, via phone, and electronically with ability to resolve more difficult Level 2 and 3 problems with or without remote tools.
Advises caller on appropriate action.
Logs all help desk interactions.
Follows standard help desk procedures.
Assists with managing escalated customer issues.
Diagnoses and resolves technical hardware and software issues.
Researches questions using available information resources.
Administers help desk software.
Provides training on updates to processes and mentoring to lower skilled Help Desk Agents.
Communicates quick fixes.
Assists in cross training.
Updates process and procedure documentation as needed.
Stays current with system information, changes and updates.
Becomes familiar with each client and their respective applications.
Learns fundamental operations of commonly used software, hardware, and other equipment.
Performs all other duties or special projects as assigned.
Min:
USD $24.
04/Hr.
Max:
USD $30.
29/Hr.
Qualifications:
Associates Degree or the equivalent combination of education and work experience.
CompTIA A
and N
certifications.
Minimum 5 years work experience.
Strong leadership potential and excellent attention to detail.
Customer service minded Recommended Skills Attention To Detail Cloud Computing Coaching And Mentoring Customer Service Finance Help Desk Estimated Salary: $20 to $28 per hour based on qualifications.
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