Technical Helpdesk & Network Remote Support Agent II

Candidates who receive an offer will be required to successfully complete a background check and drug test as a condition of employment.
Role- Technical Helpdesk & Network Remote Support Agent II
Location- Chicago IL 60007 (Remote)
Duration- 6 Months Contract

This position will be 1st shift and will be working remotely (Friday through Monday, 8:00 a.m. to 6:30 p.m. Eastern with a 30 minute unpaid meal break.) Will need reliable internet at all times and a quiet place to work with no distractions.

POSITION SUMMARY
Delivers advanced client support by resolving complex technical issues, maintaining clear communication and documentation, and contributing to process and service improvements. This role bridges front-line support and escalation while ensuring a professional client experience.
KEY RESPONSIBILITIES

• Resolve escalated technical issues related to hardware, software, and connectivity.
• Perform account and access management tasks, including onboarding, offboarding, and permissions adjustments.
• Act as a point of escalation for Technicians, providing guidance on complex cases and best practices.
• Collaborate with peers to analyze recurring issues and recommend process improvements.
• Maintain high-quality documentation of solutions and procedures.
• Provide expertise to enhance workflows and improve client satisfaction.

KNOWLEDGE & SKILLS REQUIREMENTS

• Skilled at troubleshooting Windows OS, Microsoft 365, and remote access issues.
• Proficient in performing account and access management tasks with minimal supervision.
• Strong problem-solving abilities with capacity to resolve most technical issues independently.
• Excellent communication skills with accurate documentation practices.
• Understanding of escalation thresholds and service workflows.

PREFERRED QUALIFICATIONS

• 2–5 years of service desk or technical support experience, or equivalent knowledge gained through training and certifications.
• Intermediate certifications: CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator.
• Actively pursuing further certifications or cross-training

Metasys Technologies/NVISH is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.