About us
We are professional, agile and our goal is to Help business be more secure.
-Applicants must have prior computer help desk experience to apply-
-Applicants MUST COMPLETE THE PHONE SCREEN QUESTIONS OR YOU WILL BE AUTO-REJECTED-
Our work environment includes:
- Flexible Schedule.
- Daily helpdesk for clients.
- Travel to client in the DC area to perform helpdesk tasks and provice support for users.
· Monitor and respond quickly and effectively to requests received through the IT helpdesk system.
· Research and identify solutions to software and hardware issues.
· Diagnose and troubleshoot technical issues, including account setup and network configuration.
· Track computer system issues through to resolution, within agreed SLA time limits (15 min to assign ticket and 4-hour issue resolution).
· Properly escalate unresolved issues to appropriate internal teams (e.g. SCS Senior Advisors).
· Provide prompt and accurate feedback to customers.
· Refer to SCS Document system or external resources to provide accurate tech solutions.
· Ensure all issues are properly logged in SCS Ticketing system.
· Prioritize and manage several open issues at one time.
· Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
· Prepare accurate and timely reports.
· Document technical knowledge in ITGlue, Datto RMM and Autotask.
· Perform remote troubleshooting through diagnostic techniques and pertinent questions.
· Maintain Accurate and complete records for all Configurations and Devices.
· Maintain daily performance checks via RMM dashboard or RMM alert system for all computer systems.
· Install, modify, and repair computer hardware and software.
· Setup new client systems, networks and hardware.
· Perform onsite Technology Assessments and assemble new and prospect client documentation.
Job Type: Part-time
Pay: $15.00 - $20.00 per hour
Benefits:
- Employee discount
- Paid time off
Schedule:
Experience:
- Technical Help desk: 2 years (Preferred)
License/Certification:
Work Location: In person