Description

You will provide technical support and troubleshooting for clients using IT products and services in a remote USA-based role.

Responsibilities

• Troubleshoot, diagnose, and resolve or escalate Level 1 and Level 2 incidents.
• Perform technical support via telephone, chat, and email, including password resets, account unlocks, and network connectivity issues.
• Act as a subject matter expert (SME) across specific technical areas.
• Train and mentor other service desk associates.
• Manage call-backs and prioritize multiple technical projects.

Required Skills

• 6+ years of experience in Service Desk or IT Support within a large enterprise.
• 3+ years of experience in a senior Service Desk role.
• Advanced knowledge of Windows 10 and macOS.
• Experience with iOS and Android mobile platforms.
• Strong understanding of network fundamentals.
• Solid experience with Citrix Systems applications.
• Proficiency with Microsoft infrastructure including Active Directory, Exchange, and Microsoft Office 365.
• Experience using ITSM systems such as ServiceNow or Remedy.
• Ability to perform technical analysis and maintain databases.

Preferred Skills

• Healthcare application and healthcare industry knowledge.

Key Skills

Education

Any Gradute