Job Description - Help Desk Technician - 100% remote in Renton

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Help Desk Technician - 100% remote

Ref: US_EN_6_971578_1458651

Posted on 01 August 2022

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JOB FUNCTIONS / RESPONSIBILITIES  - 100% Remote

  • Provide Tier 1 IT Service Support. Volume: 30 calls per day approx.
  • Tier 1 resource need that can manage password enrollment calls, account configurations. (enrolling new platform to dealers)
  • Ability to assess, triage and resolve technical issues Troubleshooting may require to look at browser settings OR PC configurations.
  • Proficiency in using incident management tools and processes
  • Manage Incident Reports in accordance with IT Service Management process
  • Escalate complex incidents to 2nd level support teams,
  • Follow through on high priority incidents to ensure timely documented updates
  • Perform duties with minimal supervision
  • Maintain Knowledgebase and other internal processes and procedures
  • Support deployed system(s)
  • Perform service desk administration responsibilities as required

    • QUALIFICATIONS:

  • 2+ years of IT or technical related experience required.
  • Needs knowledgeable skillset of operating systems to help with error messages. Manage profiles on training/permissions
  • Must have: Some experience within a call center - patience + customer service. Good written communication.
  • Windows and Cloud environments (Azure + AWS). Sharewell is hosted in the cloud for entering tickets.
  • Ability to work effectively within a team environment.
  • Proven problem solving and troubleshooting skills.
  • Knowledge of PC OS systems; hardware and software.
  • Demonstrated analytical skills.
  • Ability to effectively communicate both verbally and in writing.
  • Customer Service oriented.
  • Possess effective listening skills.
  • Proven ability to multi-task and stay organized.
  • Conceptual understanding of LAN/WAN network infrastructure, Mainframe and AS400.

    • Equal Opportunity Employer/Veterans/Disabled

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.modis.com/en-us/candidate-privacy

    The Company will consider qualified applicants with arrest and conviction records

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