Help Desk Agent - US REMOTE

at PC Connection in Chicago, Illinois, United States

Job Description

Help Desk Agent - US REMOTE
 Imagine finding a career where you’re rewarded for doing what you do best—helping others.
Remote, IL
 CONNECTION
At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose.
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Full Time
Salary Range: $24.00/Hr. - $26.00/Hr.
Overview:
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.
Shift: 7AM-7PM Sa/Su,
7a-5p Mon/Tues (or candidate can pick other days during the week to get to 40 hrs.)

What We Do:

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are:

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us:

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.
 
 
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 Entity of type com.vizirecruiter.common.domain.model.Label with id: 16471
Responsibilities:
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... For full info follow application link.

EOE/Minorities/Females/Vet/Disabled