Help Desk Agent - US REMOTE

Connection
Remote in Springfield, Illinois
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Job Description
Overview:

Outstanding opportunity with our organization in support of our 24X7 Help Desk operations for our external client base. We are looking for Help Desk agents for various shifts of daytime coverage. This is a full-time, remote opportunity with excellent benefits including but limited to medical, dental, vision, 401K, tuition reimbursement, and 3 weeks of PTO.


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 wellbeing. 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.

The Help Desk Agent role is to provide technical support and assistance to end-users of all levels, with a broad variety of software and hardware issues. This position requires a great attitude, above average communication, analytical skills, and problem-solving skills to provide first technical support, as well as the ability to research, resolve and escalate IT issues when necessary.

REMOTE - Anywhere in the US

Shifts available-
Monday through Friday
6AM-3PM CST
7AM-4PM CST
8AM-5PM CST
10AM-7PM CST

Job Details:

  • Resolves advanced technical hardware and software issues; provides resolutions to issues escalated by Level 1
  • Understanding of Active Directory administration including account unlock, password reset, adding\removing users, OUs, memberships.
  • Extensive knowledge in software, hardware, network, and peripheral support.
  • Over the phone remote support and hands-on support to resolve technical issues
  • Response to tickets escalated from our Level 1 support team via phone, in person, and electronically.
  • Owns and develops documentation for Level 1\Level 2 help desk staff.
  • Tracks all work with detail and precision within the ticketing system.
Responsibilities:
Requirements:
  • Proficient with troubleshooting general Windows 7-10 issues.
  • At least 1-2 years of previous help desk experience required.
  • Knowledge of troubleshooting network connections, printers, share permissions and devices.
  • Ability to troubleshoot and resolve email issues, specifically MS Outlook and o365.
  • Troubleshoot a variety of hardware, software and network issues.
  • Familiarity with the fundamental principles of ITIL/SLA.
Connection
Information Technology
Full Time
Remote
Competitive
See Description for Experience
2 years, 4 months ago