[Remote] Associate Help Desk Technician - Florida

Note: The job is a remote job and is open to candidates in USA. Access One is a business technology services and communications provider dedicated to delivering world-class technologies and a superior client experience. The Associate Help Desk Technician will support inbound phone calls and tickets, triaging critical alerts while providing outstanding customer service and technical support in a fast-paced environment.

Responsibilities

• Answer inbound phone calls
• Respond to tickets/alerts in a timely fashion to keep up with SLA
• Provide quality communication with our clients, vendors, and internal team members via phone calls, email, and through our ticketing systems
• Basic technical support including but not limited to: LAN/WAN connectivity, routers, switches, firewalls, WiFi, Active Director, O365, VPN, Terminal Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Maintain internal and/or client-facing documentation as changes or knowledge is found
• Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions
• Work closely with team members Help Desk, Field Engineers, NOC, and Project Engineers to triage issues
• Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
• Fast and timely turn around on all customer requests
• Ability to work in a fast-paced team environment
• Escalating requests to appropriate higher-level team members or departments when needed
• Responsible for entering time and expenses as it occurs in our ticketing system
• Ability to work independently with locating information to assist a customer/vendor
• Enter all communication and work inside a service ticket
• Ability to assist and or train other team members when assistance is needed

Skills

• Minimum High School Diploma or equivalent
• Strong organizational and customer service skills
• Interpersonal skills: such as communication skills, active listening, and customer-care
• Self-motivated with the ability to work in a fast-moving environment
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Basic understanding of operating systems, business applications, printing systems, and network systems
• Basic diagnostic skills of technical issues
• Answer inbound phone calls
• Respond to tickets/alerts in a timely fashion to keep up with SLA
• Provide quality communication with our clients, vendors, and internal team members via phone calls, email, and through our ticketing systems
• Basic technical support including but not limited to: LAN/WAN connectivity, routers, switches, firewalls, WiFi, Active Directory, O365, VPN, Terminal Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Maintain internal and/or client-facing documentation as changes or knowledge is found
• Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions
• Work closely with team members Help Desk, Field Engineers, NOC, and Project Engineers to triage issues
• Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
• Fast and timely turn around on all customer requests
• Escalating requests to appropriate higher-level team members or departments when needed
• Responsible for entering time and expenses as it occurs in our ticketing system
• Ability to work independently with locating information to assist a customer/vendor
• Enter all communication and work inside a service ticket
• Ability to assist and or train other team members when assistance is needed
• College level courses in IT and/or certification preferred
• Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One
• PSA/ RMM (Connectwise/Automate) or comparable experience strongly desired
• Knowledge of IT applications, processes, software, and equipment
• Prior working experience within the IT or customer service field

Benefits

• An opportunity to grow your career and expand your knowledge
• Professional development and growth through continual learning
• Recognition of all your accomplishments, large and small
• A chance to relax and enjoy your co-workers at company events
• Comprehensive benefits including insurance, PTO (Paid Time Off) and financial planning
• Volunteer and donation opportunities to help improve our community

Company Overview