BMA Group Hiring for Help Desk Support at Remote Full Time

The Help Desk Support Technician is responsible for handling first level support of service requests. This relates to all technology, to include workstations, servers, printers, networks, mobile devices and vendor specific hardware and software.

Specific Responsibilities:

· Respond and provide technical support for incoming customer service requests

· Resolving technical issues involving Microsoft’s M365 business applications and operating systems

· Support remote access technology, including VPN, Remote Desktop Services

· Maintain service documentation, log time and notes in PSA.

· Communication with customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages

· Improve customer service, perception, and satisfaction

· Fast turnaround of customer requests

· Ability to work on a team, communicate effectively, and share knowledge

· Work with the Service Desk Coordinator to prioritize service requests

· Escalate service requests that require engineer level support when necessary

· Responsible for entering time and expenses in PSA as it occurs

· Complete assigned training materials to meet the requirements of the position

· Attend weekly service meetings with the service team

· Provide on call support when required (on rotation)

Required Technical and Interpersonal Skills:

· Basic understanding of Desktop operating systems, Microsoft Office, and printing systems

· Basic understanding of Cybersecurity concepts and best practices

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

· Diagnosis and troubleshooting skills

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Maintain awareness of all organization’s key IT services and support methodologies

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Typing skills to ensure quick and accurate entry of service request details

· Self-motivated with the ability to work in a fast-moving environment

· Security+ Certification strongly encouraged.

Job Type: Full-time

Salary: From $65,000.00 per year

Schedule:

• 8 hour shift

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Remote