A Baltimore based IT and Cloud services company is seeking a remote Help Desk Support Technician.

IT Help Desk Technician responsibilities include:

• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Walk the customer through the problem-solving process
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Identify and suggest possible improvements on procedures
• Provide excellent customer service and communications

Requirements

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products
• Knowledge of Cloud applications, Windows 10, and networking
• Ability to trouble-shoot router issues and firewalls
• Cyber security and networks
• Some onsite work required, must have reliable transportation

            Pay:  Commensurate with experience

            Schedule: Varies, as needed