Helpdesk Technician

Job Description

12 Month Contract - Annual renewal

Onsite Role

Level 2 Helpdesk

Description:

The Helpdesk Analyst provides technical support to our end-users through our telephone support line and the use of BeyondTrust (Bomgar) remote support tool. The Helpdesk Analyst must have excellent customer service and troubleshooting skills and the ability to learn new technologies and applications.

Responsibilities include:

• resetting passwords;

• diagnosing login problems;

• creation of Exchange on-premises mailboxes and Office 365 mailboxes, shared calendars;

• adding users to security groups;

• creation and support of Pulse Secure VPN accounts;

• create tickets in ServiceNow ticketing system and reassign tickets to other appropriate groups if issue cannot be resolved by Helpdesk;

• perform remote troubleshooting through diagnostic techniques;

• communicate and resolve technical problems with non-technical users;

• reassign tickets to appropriate groups if issue cannot be resolved by Helpdesk;

• solid understanding of Microsoft Exchange 2016, SharePoint, Teams and Active Directory.

• provide assistance on supported devices, such as mobile phones and tablets.

Top Skills:

Windows and Mac OS

O365

Active Directory

Tier 2 or Level 2 Support

Qualifications:

5+ Years of IT Experience

Covid Vaccination

Background Check

Interview

1 step Panel (Will be 2 steps if scheduling doesn't work out)

Full-time