IT Help Desk Technician

Role: IT Help Desk Technician

Location: Remote

Duration: Contract (3-month trial with opportunity to extend term)

Shift: 3pm - 12am EST (with a 1 hour lunch)

Work Requirements: US Citizen

Bilingual Spanish Speaking - Nice to have but not required

Job Description:

The technician will deliver remote user support services and work with the ServiceNow ticketing system creating and addressing tickets. The technician will answer technical support calls, work/prioritize tickets accordingly, and collaborate with users and other staff to resolve issues. This position requires strong technical knowledge, customer focused mindset, attention to detail, persistence, follow-up, effective utilization of provided resources. The technician will possess a strong foundation of technical acumen with the ability to acquire additional skills and knowledge from technical training.

Responsibilities:

• Performs basic to intermediate-level troubleshooting: Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc
• Be in queue answering phone calls on Softphone (Jaber)
• Create, categorize, triage, update, route, escalate, and close tickets
• Ensure requests are responded to and resolved within SLA timeframes
• If attempts to resolve an issue is unsuccessful and next steps are unknown, requests assistance within Teams chat
• Replies to emails and Teams messages
• Self-starter - Accepts/self-assigns tickets from the support queue
• Clearly communicate status on tickets and document resolution
• Deliver outstanding customer service and satisfaction
• Ability to work in a team and communicate effectively
• Provides input to improve technical knowledgebase

Skillset / Experience:

• 3 years of helpdesk experience troubleshooting
• 2 years call center experience
• 2 years ServiceNow experience (ideal) or another ticketing system
• 5 years Windows 10 & 11 Technical knowledge
• 2 years 2-factor authentication (Duo, Okta, MS Authenticator)
• 2 years Office Suite
• 2 years of Active Directory support
• 2 years of VPN support
• Computer networking experience a plus
• Effective planning & organizing skills
• Strong problem-solving efficiency
• Effective communication & documentation skills

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other protected status. INSPYR Solutions complies with all applicable laws governing nondiscrimination in employment in every location in which the company has facilities. Applicants requiring reasonable accommodation during the application or interview process should contact [email protected] for assistance.

Information collected and processed through your application with INSPYR Solutions (including any job applications you choose to submit) is subject to INSPYR Solutions' Privacy Policy and INSPYR Solutions' AI and Automated Employment Decision Tool Policy: https://www.inspyrsolutions.com/policies/. By submitting an application, you are consenting to being contacted by INSPYR Solutions through phone, email, or text.

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