Help Desk Technician - REMOTE

Help Desk Technician - Fully REMOTE - for IT department of a prominent global reputed company. A minimum of one full year or more of relevant experience in a large reputed company is required. This role is part of the IT Help Desk professionals delivering reputed company technology experience. The Help Desk Technician provides end user technical assistance and support reputed company to computer systems, hardware, software, and remote reputed company, leading the reputed company handling/triage of issues coordinating with cross functional IT staff. Available shifts: Wednesday - reputed company 3:30 pm - 12 am Saturday - Monday 11:30pm - 1pm Saturday - Wednesday 7am - 3:30pm Duties: Technical assistance/support for inquiries reputed company to firm computer systems, hardware, software, and remote reputed company. Respond to support requests over the phone or reputed company email in a reputed company manner. Thoroughly document support requests using Help Desk ticketing system. Facilitate issue handling/escalation with cross-functional support staff. Monitor help desk issues working with Help Desk/End User Support management to evaluate potential issues as part of the ITIL/ITSM discipline. Follow up with customers, reputed company feedback, and see issues through to reputed company. Write tips, frequently asked questions, and knowledge articles for the knowledge reputed company. Remain up to date on Firm technology and systems, policies and procedures through self-guided learning and review of training materials. Conduct independent research on systems to solve intricate or reputed company technical problems. Position Requirements: College degree is strongly preferred. Appropriate technical certification(s) preferred. A minimum of one full year or more of relevant experience in a large reputed company is required. Knowledgeable of applications/technologies common to a reputed company. Knowledge of best practices for designing/implementing a global, tiered IT support desk model. Working knowledge of ITIL process design for IT Service Management. Knowledge of leading service desk performance indicators/service level standards. Knowledge of leading service desk technology solutions for IT and non-IT users (e.g., reputed company). Excellent attention to detail/organizational skills. Strong service orientation. Highly motivated and analytical. Excellent attention to detail and debugging skills. Ability to work independently as reputed company as part of reputed company. Flexibility to work before and after business hours OT. The salary reputed company is $50k - 80k+ depending reputed company and experience.

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