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Remote Help Desk Support Consultant

72% Flex
Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

Experience in Tier 1 remote support help desk for various operating systems., Knowledge of remote access tools and IT Service Management ticketing system..

Key responsabilities:

  • Provide Tier 1 support for Windows, Mac, iOS, and Android systems remotely.
  • Document solutions and track weekly metrics on call resolutions and escalations.
Vinsys Information Technology Inc logo
Vinsys Information Technology Inc SME https://www.vinsysinfo.com/
11 - 50 Employees
About Vinsys Information Technology Inc
Vinsys is an information technology firm with international experience delivering engineering and operational solutions to customers in federal and commercial markets. Vinsys is a USA Federal SBA 8(a) MBE/DBE/EDGE Certified, GSA Schedule IT 70 and Virginia Department of Minority Business Enterprise(SWAM) certified organization focused on developing sustainable value for their clients over time. Our core service offerings are enterprise solutions, infrastructure engineering and operations, information management, and application systems engineering. Vinsys provides a wide variety of value-added integrated IT solutions to customers across a multitude of markets and geographies. Our skilled consultants and professionals help our customers achieve and exceed their business goals by designing, deploying, and implementing optimized and scalable IT solutions that continuously exceed their expectations. Our professionals have provided solutions for companies in many vertical markets such as healthcare, financial services, banking, telecommunications, e-learning, and retail. Our people are exceptionally skilled in many technology disciplines including the Internet, application services, data warehousing, data management, ERP, and configuration management. We are skilled in the latest technologies as well as legacy systems. Vinsys was founded in November 2003 and is headquartered in Reston, VA, in the heart of the Northern Virginia high-tech corridor. We have regional offices across the United States. The company continues to provide our customers, which range from small-midsize enterprises to Fortune 1000 companies, with top-notch, highly skilled professionals to help them design and deploy their IT projects. Vinsys has developed strategic relationships with global partners to ensure that we provide highest levels of service to our clients. For more information about Vinsys, Inc., visit www.Vinsysinfo.com.
See more Vinsys Information Technology Inc offers

Job description

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Your missions

Terms : W2 and PST working hours **

Skills Required**

  • Provide remote Tier 1 support help desk for Windows, Macintosh, iOS and Android operating systems on client issued devices and personal BYOD platforms.
  • Perform as the default technicians for all Tier 1 service calls.
  • Elevate Tier 2 issues to on-site technicians when required.
  • Collaborate with and, if necessary, transfer tickets to on-site staff for issues requiring elevation or in-person support.
  • Utilize remote access tools (i.e. Splashtop or equivalent) to provide remediation of desktop issues.
  • Utilize the current IT Service Management (ITSM) ticketing system, properly documenting the solution and include the ITSM component involved and machine asset number.
  • Track weekly metrics to include: number of calls received, resolved, and escalated; a summary of issue types addressed (tracked with the ITSM components) for use in clients ITACS root cause analysis.
  • Attend telephonic/Teams meetings as designated.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

IT Service ManagementRemote SupportTicketing ToolsTroubleshooting

Soft Skills

  • Excellent Communication
  • Team Collaboration
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