After-Hours IT Support Desk Technician

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of advanced desktop issues, VPN connectivity, entry-level server support, hardware issues, and line of business support

• IT Fundamentals and A+ certifications, or equivalent professional experience
• 1+ year of professional help desk experience
• Strong customer service skills
• High attention to detail
• Ability to follow instructions and policies
  
  Ability to adapt to changing and fast-moving environments
• Strong phone skills

Demonstrates expertise in troubleshooting technical issues across various devices and systems, while providing exceptional customer support and maintaining thorough documentation. Proficient in managing ticket queues and adhering to standard operating procedures to meet key performance indicators.

• IT Fundamentals Certification
• A+ Certification
• Help Desk Experience
• Customer Service Skills
• Troubleshooting Skills

• Technical Issue Resolution
• VPN Connectivity Troubleshooting
• Desktop Support
• Server Support
• Hardware Troubleshooting

• Attention to Detail
• Adaptability
• Instruction Following
• Strong Phone Skills

• IT Fundamentals Certification
• A+ Certification

• Customer Support
• SOPs
• KPI Goals
• Help Desk

• Remote Connection Software
• Ticketing System