Are you looking for a challenging role as an
Associate Help Desk Engineer ?
As a leading strategic service provider (SSP), InterVision assists IT leaders in solving the most crucial challenges they face by solving for the right technology, deployed on the right premises, and managed through the right model to fit their unique demands and meet their long-term goals.
InterVision’s mission is to transform business through the evolutionary power of technology, and we’re committed to unlocking value by delivering innovative technology through a consultative approach. Our people are the best in their field!
If you are looking for a career changing opportunity, we want to meet you!
The
Associate Help Desk Engineer role is a customer service- orientatedposition and will provide technical support to users in an efficient and accurate manner. You will be considered as the company’s front line of defense, and you will solve a variety of technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.
We welcome your experience and talents to our team! - 2+ Years of direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.
- Excellent technical and non-technical written and verbal communication skills.
- Ability to multi-task while following established guidelines, policies, and procedures.
- Ability to excel and remain positive in a high-pressure, dynamic, 24x7 team environment.
- Support rotational duties and be willing to work nights, weekends, and holidays.
- Reliable transportation and ability to travel to other locations, as needed.
- Quickly adjust to priority changes or work assignments without sacrificing quality.
- Basic experience performing remote support via telephone, email, and remote access tools.
- Knowledge of PC and desktop hardware and software troubleshooting
- Knowledge of Office 2010/2013/2016/O365 support
- Knowledge of Microsoft Operating Systems, Windows 10 and Windows 11
- Peripheral/driver configuration and administration
- Patching/updating/imaging of supported Windows OS
- Local user profile administration
- Troubleshooting knowledge of common client software administration such as Adobe, Office, Outlook (including OST management), Anti-virus applications, etc.
- Virus and Malware removal
- Working knowledge of help desk software, databases, and remote control
- Mobile Device synchronization and administration
- Active Directory
- User, group administration
- File replication and site replication troubleshooting
Some Of The Exciting Work You Will Encounter
- Assist customers with incident and change management activities.
- Resolve technical issues within scope guidelines and quickly escalate issues according to procedural documentation and training.
- Preserve and grow your knowledge of help desk procedures, products and services.
- Report any major outages to OC Manager or delegate.
- Create and update trouble tickets using corporate ticketing system.
- Ensure that customer SLA commitments are met consistently while providing a high level of customer satisfaction.
- Use knowledgebase and case history for service request resolutions, accurate ticket classifications, and escalations.
- Create and maintain procedure and informational documents as needed to ensure consistent customer support.
- Maintain accurate case documentation for all service requests. This includes detailed notes, escalation management and closure codes.
- Enthusiastically meet or exceed performance metrics as set forth by management.
- Adhere to operational processes and InterVision guidelines for Operations Center employees.
- Actively participate in mandatory meetings, training sessions, and projects.
How Do We Back Our Strong Reputation?
GREAT PLACE TO WORK: If you thrive in an environment of growth and individual impact, InterVision is the place for you!
Customer Success
When it comes to technology, our 25+ year history has guided some of the largest and most influential companies solve their problems with a broad range of innovative technologies ranging from network infrastructure to collaboration to cloud migrations.
InterVision can not only help clients refine their strategy with the right technology and the right cloud strategy, but also bring the resource models to take it to the finish line, assuring them a powerful combination of vision and capabilities.
BROAD CAPABILITIES: InterVision offers a wide range of services and solutions that organizations need to thrive in today’s dynamic IT market, including a broad range of innovative solutions for datacenter and cloud transformation, IT resiliency, modern communications, remote workforce and advanced data analytics. We’re competitive at all levels of engagement.
WORLD-CLASS FACILITIES: InterVision has headquarters in Santa Clara, Calif. and St. Louis, Mo., and offices, operations centers and datacenters in Missouri, Indiana, Nevada, Massachusetts, Colorado, California, and Washington. We operate multiple Tier 3 and Tier 4 level data centers, which are SOC II Type 2 compliant specific and certified in Confidentiality and Security.
INDUSTRY ACCOLADES: InterVision has received some of the technology industry’s most prestigious awards and acknowledgements – repeatedly by Gartner® and Forrester™ plus Inc. Magazine’s 5000 Fastest Growing Private Companies.
TOP VENDOR CERTIFICATIONS: InterVision holds the highest certifications and partner levels with leading technology vendors, and we have teams of trained, certified engineers supporting their solutions. Here are just a few of the certifications from our list of 80+ vendors: Amazon Partner Network (APN) Premier Consulting Partner (with seven competencies), NetApp Star Partner, Cisco Gold Certification, Cisco Cloud and Managed Services Master, Juniper Elite Partner, Microsoft Gold Partner, AT&T Premier Partner, Palo Alto Networks Diamond Partner, and VMware Premier Partner to name a few.
