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Help Desk Analyst - Remote

PA, PA 19083

Posted: 03/21/2024 Job Number: 21515302

Job Description

Location: Remote (Anywhere in the US)

Work Hours: Monday-Friday

Job Description Overview: The Help Desk Technician (Remote) provides first-level remote support and reports to the Technical Service Desk Team Manager. Responsibilities include handling incoming phone calls, emails, and chats, utilizing knowledge bases and tools to resolve customer issues promptly, and conducting follow-ups for problem resolution.

Primary Responsibilities:
  • Responding to inbound incident requests within defined SLAs
  • Providing customer service via telephone, email, and chat with a focus on quick, competent, and patient responses
  • Identifying and verifying customer problems through effective questioning and listening skills
  • Problem-solving by gathering information, evaluating options, and offering solutions
  • Providing technical support for standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, password resets, and wired and wireless network support, including troubleshooting computers, printers, and connectivity issue.

Required Skills:
  • General technical skills including Windows 7, Windows 10, MS Office Suite, Exchange, Active Directory, networking (wired and wireless), and basic desktop and laptop hardware knowledge
  • Specific technical skills including basic knowledge of Multifactor Authentication (MFA), Single Sign-On (SSO), and mobile app usage
  • Excellent customer service skills with strong telephone etiquette, listening skills, empathy, sense of urgency, and enthusiasm
  • Excellent verbal and written communication skills for effective communication with end-users, peers, management, and clients
  • Demonstrated organization and work prioritization skills
  • Ability to work both independently and as part of a team
  • Flexibility and adaptability to a fast-paced environment with frequent changes
  • Experience using Remote Desktop Management (RDM) tools
  • Ability to determine incident criticality and escalate as necessary
  • Desired: Bilingual skills (English/Spanish)
  • Desired: Some experience with Apple MAC
  • Required Education: Technical School or College Degree
  • Required Years of Experience: 1 to 3 years of technical help desk or equivalent experience
  • Experience with remote tools, background security check required, and prior experience with software and hardware for mobile devices, desktops, workstations, notebooks, and printers
  • Experience with Microsoft Office (Outlook, Word, and Excel);familiarity with O365 is a plus

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