What are the responsibilities and job description for the Help Desk Specialist position at Secured Cyber Services?
About us
We are professional, agile and our goal is to Help business be more secure.
-Applicants must have prior computer help desk experience to apply-
-Applicants MUST COMPLETE THE PHONE SCREEN QUESTIONS OR YOU WILL BE AUTO-REJECTED-
Our work environment includes:
- Flexible Schedule.
- Daily helpdesk for clients.
- Travel to DC and VA for clients if needed
· Monitor and respond quickly and effectively to requests received through the IT helpdesk system.
· Research and identify solutions to software and hardware issues.
· Diagnose and troubleshoot technical issues, including account setup and network configuration.
· Track computer system issues through to resolution, within agreed SLA time limits (15 min to assign ticket and 4-hour issue resolution).
· Properly escalate unresolved issues to appropriate internal teams (e.g. SCS Senior Advisors).
· Provide prompt and accurate feedback to customers.
· Refer to SCS Document system or external resources to provide accurate tech solutions.
· Ensure all issues are properly logged in SCS Ticketing system.
· Prioritize and manage several open issues at one time.
· Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
· Prepare accurate and timely reports.
· Document technical knowledge in SCS Document System, RMM/PSA.
· Perform remote troubleshooting through diagnostic techniques and pertinent questions.
· Maintain Accurate and complete records for all Configurations and Devices.
· Maintain daily performance checks via RMM dashboard or RMM alert system for all computer systems.
· Install, modify, and configure computer hardware and software.
· Setup new client systems.
· Perform onsite Technology Assessments and assemble new and prospect client documentation.
Job Type: Part-time
Pay: $15.00 - $18.00 per hour
Benefits:
- Paid time off
Work Location: Hybrid remote in Nokesville, VA 20181
Salary : $15 - $18