Help Desk Agent

Connection Services has a fantastic opportunity for a Help Desk Agent, working in Wilmington, OH. Excellent opportunity to work for a top VAR offering excellent benefits including 3 weeks paid PTO, tuition reimbursement, excellent benefits, etc.; opportunity for growth.

Working under minimal supervision of the Help Desk Team Lead, the Help Desk Agent provides support to end users by handling incidents and requests that have been escalated from Level 1. Support items include installation, maintenance, and troubleshooting of both hardware and software. High quality customer support may be provided on-site, remotely over the phone, or via email. Focus is on resolving issues that require a higher level of expertise or issues that require a longer time spent on the phone to resolve. The Help Desk Agent needs to be able to multi-task, prioritize, and provide solutions on tickets that are escalated to their queue or by warm transfer. They will also be responsible for administrative level tasks such as IMAC, on-boarding\off-boarding, installing\uninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windows\application support, and advanced knowledge in hardware support

The Help Desk Agent needs to be able to multi-task, prioritize, and provide solutions on tickets that are escalated to their queue or by warm transfer. They will also be responsible for administrative level tasks such as IMAC, on-boarding\off-boarding, installing\uninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windows\application support, and advanced knowledge in hardware support.

Shift: 9am-6pm 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
included 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".