Help Desk Support (Remote)

Responsibilities

• Identify, diagnose, and resolve software and hardware problems for end users across desktops, laptops, tablets, and mobile devices.
• Deliver, tag, deploy, and assist in configuring end-user devices and peripherals including hardware and software for PCs, laptops, tablets, and smartphones.
• Troubleshoot end-user network, printer, email, Internet, and local-area network access problems and hardware issues.
• Provide hardware provisioning, device imaging, troubleshooting, and software installation for laptops, desktops, and mobile devices (iOS and Android).
• Coordinate problem resolution with outsourced IT consultants as needed and monitor recurring issues.
• Support employees in the installation, troubleshooting, and maintenance of computer software and hardware systems.
• Offer TCP/IP networking support and troubleshoot LAN and WAN environments for both local and remote users.
• Troubleshoot client, mobile and cloud applications including Office 365, D365, and SharePoint.
• Suggest modifications and improvements to existing software applications when appropriate.
• Provide training on new hardware or software as required.
• Develop and maintain an inventory catalog of hardware, software, and licensing.
• Perform additional tasks as assigned.

Requirements

• Associates degree or equivalent qualification in information technology.
• Minimum of three years proven experience in a Help Desk or similar role supporting multiple locations and time zones, remotely or on site.
• Proficiency with Microsoft 365, Windows 10, Microsoft Office, printers, scanners, and mobile devices.
• Excellent interpersonal and project management skills.
• Ability to communicate technical information to both technical and non-technical personnel.
• Capability to create clear, comprehensive documentation of systems and procedures.
• Strong analytical and problem-solving skills with high attention to detail and accuracy.
• Self-motivated and able to work independently.

Technologies

• Microsoft 365
• Microsoft Windows 10
• Microsoft Office
• SharePoint
• Microsoft D365
• iOS
• Android
• Teams

Physical Requirements and Working Conditions

• This is a remote-based position with potential work from a regional office as needed.
• May require varying hours across multiple time zones to support operations.
• Primarily uses a computer, keyboard, mouse, and related hardware and software to perform tasks.
• May involve long periods of seated work.
• Frequent use of internet, telephone, Teams, email, and other collaboration tools to communicate and coordinate with colleagues and projects.

Additional Requirements

• Ability to work effectively in a high-functioning team environment.
• Display the highest levels of honesty, integrity, and professionalism; take pride in your work and the company.
• Communicate openly and strive for peak daily performance.
• Deliver the quality service MEI’s customers expect.