Desktop Support Engineer L1 - PR
$43,680–$52,000 year
RemoteUnited States
Job Summary
Resolve problems reported via phone, web tickets, or direct escalations by providing first and second-level contact and problem resolution. Maintain ticket updates and communicate issue status while working on Level 1 escalations and client-assigned projects. Update and maintain Help Desk documentation and knowledgebase articles by reviewing existing content and creating new articles. Travel to remote sites within 45 minutes of the home office one day a week to perform onsite support and walk-in activities. Configure and image desktops or laptops, troubleshoot hardware and software issues, and support mobile devices and printers. Work with vendors to resolve issues and continually improve technical and soft skill sets to deliver outstanding customer service.
Required Qualifications
- 2-5 years of Help Desk support experience
- 1-3 years of prior Customer Service experience
- Experience with providing technical assistance over the phone and customer facing interactions
- Able to multi-task by working on multiple open tickets simultaneously
- Experienced in working in a fast-paced environment with multiple priorities and projects
- Able to investigate, analyze and troubleshoot customer issues
- Comfortable making decisions on issue resolution without supervision
- Demonstrates excellent verbal and written skills
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement
- Windows/MacOS imaging and configuration
- Proficient in at least three of the following: Windows Operating system 10/11, MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project), Email support – Exchange/O365 Administration, Azure/EntraID Active Directory Administration, Basic network support, Understanding of domain/corporate IT environment PC/Laptop setup, Basic knowledge of network technologies (LAN, WAN, wireless), VPN clients (Cisco, SonicWall, Fortinet, etc.), Computer hardware support, Troubleshoot issues wi...
- Travel to remote sites with 45 minutes of the home office will be required one day a week
Desired Qualifications
- Autopilot/Intune experience is a nice to have, but not a requirement
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