Help Desk Agent

Shift: 10AM - 7PM Monday-Friday (Wilmington OH office 5 days/week)

• Resolves advanced technical hardware and software issues.
• Provides resolutions to issues escalated by Level 1.
• Advanced knowledge in administrative tasks on workstations.
• Extensive knowledge in software, hardware, network, and peripheral support.
• Over-the-phone remote support and hands-on support to resolve technical issues.
• Responds to tickets escalated from our Level 1 support team via phone, in person, and electronically.
• Schedules time to work with end users to resolve issues timely.
• Handles warm transfers from Level 1 staff on more complex issues.
• Tracks all work with detail and precision within the ticketing system.
• Acts as a support system for Level 1 staff to help them resolve level 1 issues.
• Owns and develops documentation for Level 1/Level 2 help desk staff.
• Drafts, approves, and publishes documentation into the KB for standard fixes.
• Acts as the go-to resource for client-based questions and support for Level 1.
• Proactively researches new technical systems to add new items to the KB.

• At least 2 years of previous help desk support experience. A+ Certification, HDI, ITILv3, preferred.
• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to include advanced formatting, creating spreadsheets to include the use of macros.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, LAN\WAN\Router\Firewall architecture and configuration, VPN software, and supporting remote users.
• Understanding of Active Directory administration including account unlock, password reset, adding/removing users, OUs, memberships.
• Proficient with troubleshooting general Windows 7-10 issues.
• Knowledge of Citrix receiver and Citrix server functionality and Advanced knowledge in MS Office suite 2010-o365.
• Mid-level knowledge of imaging machines, SCCM, remote support tools.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook and o365.
• Support commonly used software, hardware, tablets, mobile devices, and network equipment.
• Familiarity with the fundamental principles of ITIL/SLA.
• Advanced knowledge in multiple ticketing systems including Service Now, Samanage, Manage Engine.
• Attention to detail in composing, keying, and proofing professional business materials.
• Strong communications skill both verbally and written.
• Customer-oriented with ability to listen to and anticipate needs of the customer.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations.
• Creative with ability to think around problems and come up with creative solutions.
• Takes ownership and responsibility of an issues from start through to a successful resolution.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issues.
• Quick study with ability to master a situation or learn new things with minimum direction or training.
• Adaptable with ability to switch tasks based on shifting priorities.
• Creative with ability to develop original solutions to problems.
• Interpersonal skills with ability to work well with all levels of the organization.
• Conceptual with ability to conceive mentally, formulate ideas, use imagination to achieve results.
• Detail-oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy.
• Strategic thinker in future-oriented terms who anticipates and considers external and internal elements with ability to develop long-term plans to leverage resources.
• Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines.
• Good listening skills with ability to receive information completely and understand what is being said.

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person."