Technical Help Desk Specialist

This is a Remote/Work from Home position reporting to the CEX Manager. 

What you will do:  

  • Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
  • Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier III support. 
  • Providing basic user training in support of off-the-shelf applications and office products. 
  • Performing remote system repair using remote tools (cobrowse). 
  • Maintaining and updating records and tracking databases.
  • Collaborating with Tier III team members and departmental leadership to resolve emergent customer impacting issues.
  • Using best practices and knowledge of internal or external business issues to improve products or services.
  • Meeting departmental performance KPIs, goals, objectives, and responsibilities.
  • Escalates, monitors, tracks, and reports on problems in appropriate trouble management systems to ensure timely resolution and accurate issue documentation.
  • Demonstrates ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.
  • Establishes and maintains effective relationships with customers and appropriate follow-up. 
  • Demonstrates knowledge and application of company policies and procedures while applying sound judgment within scope of support.