IT Help Desk Engineer - Remote

Job not on LinkedIn

December 16, 2024

☕ Washington – Remote

Although this job is listed in Washington, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

💻 IT Support

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Shuvel

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Web 3 • API • SaaS

Shuvel is a digital agency specializing in web design and development with a focus on helping businesses grow through their online presence. The company creates everything from single page applications to full stack applications, ensuring both creativity and functionality in their projects. They emphasize a masterful blend of UI/UX design that transforms digital experiences into interactive and highly responsive solutions. Shuvel also offers SEO and web accessibility services to enhance online visibility and ensure inclusivity for all users. Based in Washington D. C. and Los Angeles, the agency prioritizes delivering quality results and client satisfaction.

11 - 50 employees

🌐 Web 3

🔌 API

☁️ SaaS

📋 Description

• Provide excellent customer service in a timely and efficient manner • Respond quickly and accurately to incoming support requests from customers and urgent emails as prioritized by Government • Leverage a full suite of support and automation tools to resolve issues and requests • Anticipate customer needs and gather necessary information before responding • Troubleshoot issues related to applications, such as emergency software fixes and application interface problems. Guide users through troubleshooting steps as needed • Generate clear and concise responses and emails; use screenshots and pictures, when necessary, and provide bullets or step-by-step instructions • Define and create repeatable scripts/templates for commonly requested questions • Maintain list of troubleshooting steps for common issues regarding the applications and augment as needed • Proactively communicate progress, concerns, and issues to leaders and to stakeholders • Monitor systems, networks, and server uptime and performance to identify and resolve potential issues proactively • Attend status meetings and be prepared to discuss updates

🎯 Requirements

• Bachelor’s degree in business, IT, or any related field • 1+ years of relevant work experience supporting complex projects • Experience or capable of using ticketing systems such as ServiceNow and Salesforce, managing various email inboxes, and interacting directly with the customers (end users) of USCIS systems through tiered support. • Excellent verbal, written and interpersonal communications skills with the ability to communicate with both technical and non-technical users • Highly motivated, quick learner, organized, strong time management skills and attention to detail • Proficiency in Microsoft Office and other office productivity tools, with aptitude to learn new software and systems • Critical thinking, analytical, and problem-solving skills