Help Desk Agent – Tier 2

Location: Remote

Job Type: Full Time / Permanent

Help Desk Agent – Tier 2. Working Hours: 3rd Shift (10pm to 6am).

About the role: We’re looking for a fun, smart Help Desk Support person who loves to troubleshoot and is well known for their ability to make things work. This job is dynamic, and no day is the same. Our customers, many of whom are Fortune 100 Retailers, have very complex environments and you would be supporting our technicians in the field on a successful visit. This role requires basic knowledge of network infrastructure and a desire to always learn more. This is not your typical help desk job, you will not be troubleshooting computer issues you will be supporting a limitless number of tasks we are performing in the field. In this position, you will work closely with the Project Management team as well as our Resource Deployment team. Besides technical ability and inclination, you will also need soft skills in communication and the ability to work through challenging situations calmly.

What you’ll be doing: + Supporting our Technicians involves walking them through technical issues that arise on site, and also helping them understand how different systems/equipment function if they are not already familiar + Tracking all calls, emails, issues and logging where we keep any important information updated real time for updates to our Project Managers, Customers, and Engineers + Writing technical documentation which will be sent to our Technicians to complete Work Orders. Some manuals are for large, multi-month projects. Others are quick 1-day jobs so detail required may vary + Wireless network design. This is mostly completed by our CAD Specialist but when we are awarded very large projects including design, we need multiple people to work through these + Daily activities of this position include communicating effectively with Technicians for check-in, check-out, etc.

Who we’re looking for: + High school diploma + BA in Computer Science, preferred + A+, Network+, BICSI, preferred + 2+ years of help desk experience or worked as a low-voltage field technician + Someone with a basic understanding of networking + Someone who has a basic knowledge of computers and cabling + Someone who has strong networking and PC Skills, preferred + Someone with field experience, running, and terminating cabling and building networks, preferred + Someone who is ready to learn new skills with the ability to self-start + Someone who is well-spoken and friendly + Someone who pays close attention to detail

Our benefits: + Paid Time Off + Competitive compensation + Medical/Dental/Vision plans, 401(k), flex spending account, life and disability insurances, and many more optional services at low rates.

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