The Sr Help Desk Agent works under minimal supervision of the Help Desk Manager, referring only exceptional problems and issues for review or approval. As the first point of contact, the Sr Help Desk Agent provides the highest level of customer service to uses who call the external Help Desk. The Sr Help Desk Agent deals with calls of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist in diagnosing and/or resolving issues. The Sr Help Desk Agent answers incoming calls, tracks all information in a call tracking system and uses a knowledge base tool along with their expertise to resolve Level 1, 2 and 3 requests in a timely fashion, escalating Level 3 requests as needed. The Sr Help Desk Agent assists with managing escalated customer issues. A Sr Help Desk Agent assists with the creation of updates to process and procedure documentation providing training on changes as needed. As a senior team member, the Sr Help Desk Agent mentors lower skilled Agents.

This role is fully remote, M-F, 10AM-7PM CST.

What We Do:

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are:

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us:

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. 

• Responds to requests for technical assistance in person, via phone, and electronically with ability to resolve more difficult Level 2 and 3 problems with or without remote tools.
• Advises caller on appropriate action.
• Logs all help desk interactions.
• Follows standard help desk procedures.
• Assists with managing escalated customer issues.
• Diagnoses and resolves technical hardware and software issues.
• Researches questions using available information resources.
• Administers help desk software.
• Provides training on updates to processes and mentoring to lower skilled Help Desk Agents.
• Communicates quick fixes.
• Assists in cross training.
• Updates process and procedure documentation as needed.
• Stays current with system information, changes and updates.
• Becomes familiar with each client and their respective applications.
• Learns fundamental operations of commonly used software, hardware, and other equipment.
• Performs all other duties or special projects as assigned.

• Associate Degree or the equivalent combination of education and work experience.
• CompTia A and N certifications.
• 5-7 years of relevant work experience.
• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macro.
• Advanced computer knowledge with ability to operate keyboard for data entry. Type 40wpm.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
• Understanding of Active Directory to unlock and reset password.
• Proficient with troubleshooting all Windows Operating systems.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook.
• Support commonly used software, hardware, and other equipment.
• Support back-office hardware, printers, software, Web Applications and other networks.
• Familiarity with the fundamental principles of ITIL/SLA.
• Attention to detail in composing, keying, and proofing professional business materials.
• Customer oriented with ability to listen to and anticipate needs of the customer.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks. effectively during busy times, exercises patience and professionalism during stressful situations.
• Creative with ability to think around problems and come up with creative solutions.
• Takes ownership and responsibility of an issues from start through to a successful resolution.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issues.
• Good phone skills with ability to provide technical support over the phone in a professional manner.
• Adaptable with ability to switch tasks based on shifting priorities.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Excellent verbal and written communication skills.
• Judgment with ability to formulate opinions, compare and decide with good sense.
• Interpersonal skills with ability to work well with all levels of the organization.
• Good listening skills with ability to receive information completely and understand what is being said.
• Friendly presence and helpful attitude.