Helpdesk Technician II

This position is open to candidates in the Metro Detroit, Michigan area, or the Roswell, Georgia area. It requires up to 3 weeks of on site training and will transition into a hybrid position spending 2/3 days per week on site. Provide professional end-user support via telephone, email or web submits. Provide restorative or maintenance actions to resolve end-user problems. Responds to end-user problems based on standard procedures. Track incidents and calls, including but not limited to, entering data into the database timely and accurately.

Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets. Process P1/P2 tickets - Issue that needs immediate assistance
Bachelor's degree or vocational in IT-related courses is a plus. Minimum of completed two (2) years in college or has finished a Diploma/Certificate course. Must have at least 2+ years Technical Support experienceExcellent in oral and written English communication. Excellent customer service skills. Must consistently meet or exceed the required performance criteria. Able and willing to make several calls a day when necessary.

Familiarity and good working knowledge in PC hardware and software troubleshooting. Prior Software Application support (e.g. Outlook, etc.) experience is a plus. Prior BPO experience in Technical Support is a plus. Familiarity with ticketing system, a strong advantage.

Shift flexibility and schedule adherence are required for the position.#LI-BH1 #LI-ONSITE
TECHNICAL SUMMARY
Software
Hardware
Active Directory
Dell
Okta
HP
Citrix
Cisco Meraki
Office365
Verifone Payment Devices
ServiceNow
Samsung
Webex Teams
Apple
Webex Meetings
8x8 VoIP Phones
Workday
Polycom
Adobe
Yealink
PowerBI
Honeywell
Salesforce
WorkspaceONE (Airwatch)
InTune
Android iOS