Helpdesk Technician

Emploi pas sur LinkedIn

🕒 il y a 6 mois

🏄 California – Distant

🏄 California – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💻 Technicien Support Informatique

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Varsity Technologies

Site WebLinkedInTous les Emplois

11 - 50 employés

Varsity Technologies (certifiée B Corporation) est une société de conseil en informatique stratégique dédiée à développer des services et solutions informatiques innovants pour les établissements éducatifs et les entreprises à mission en Californie. Notre approche innovante et holistique aide nos clients à croître et réussir grâce à une meilleure efficacité, la continuité des services, la stratégie et l'accès aux données pour une meilleure prise de décision. Grâce à notre expertise, nos partenariats et notre alignement avec la mission, nous aidons nos clients à accroître leur impact sur le monde.

Description

• Serve as the first point of contact for client technical issues via chat, voice, sms, and email • Troubleshoot and resolve device, software, and connectivity issues • Assist with setup and configuration of user accounts, email, personal computing and mobile devices • Provide support for commonly used office applications like Google and Microsoft (among others) • Document issues and resolutions accurately in the ticketing system • Work with technicians, engineers, and other Varsity staff for timely resolution including escalations and transfers to field team • Learn, follow, and enhance operating procedures • Follow, update, and create Knowledge base • Adhere to procedures and policies on customer service, service delivery, and cybersecurity • Maintain exceptional customer service in all customer interactions

🎯 Exigences

• Windows OS Proficiency: Strong working knowledge of Windows 10/11 and basic Windows Server interaction (e.g., user account management, permissions, and troubleshooting). • Identity Management: Experience with user provisioning, password resets, security settings, and user management in Okta, Entra, and similar systems • Microsoft 365 Administration: Familiarity with user account setup, license assignment, mailbox troubleshooting, and some Teams/SharePoint user level support. • Device Support: Skilled in diagnosing and resolving issues with desktops, laptops, and mobile devices • Networking Knowledge: Understanding device network connectivity, VPNs, wireless troubleshooting, and resolving device level Internet access. • Security Awareness: Knowledge of MFA setup, phishing identification, endpoint protection, and cybersecurity best practices • Remote Support Tools: Proficiency with remote control tools like TeamViewer, AnyDesk, or Microsoft Remote Desktop, Screen Connect (or similar) • Service Ticket Systems: Experience using platforms like Zendesk, Freshservice, or ServiceNow to manage and document support requests. • Customer Service Skills: Ability to communicate clearly and empathetically with non-technical users, ensuring a positive support experience. • **PREFERRED QUALIFICATIONS** • - IT-related coursework or certifications (e.g., CompTIA A+, Google IT Support) • - Relevant Experience in a customer service or helpdesk role • - Familiarity with remote support tools and ticketing systems • - Interest in working with nonprofits and educational institutions**