Working under minimal supervision of the Help Desk Team Lead, the Help Desk Agent provides support to end users by handling incidents and requests that have been escalated from Level 1. Support items include installation, maintenance, and troubleshooting of both hardware and software. High quality customer support may be provided on-site, remotely over the phone, or via email. Focus is on resolving issues that require a higher level of expertise or issues that require a longer time spent on the phone to resolve. The Help Desk Agent needs to be able to multi-task, prioritize, and provide solutions on tickets that are escalated to their queue or by warm transfer. They will also be responsible for administrative level tasks such as IMAC, on-boarding/off-boarding, installing/uninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windows/application support, and advanced knowledge in hardware support.

Shift: M-F, 2PM-11PM CST (Remote)

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. 

• Resolves advanced technical hardware and software issues.
• Provides resolutions to issues escalated by Level 1.
• Advanced knowledge in administrative tasks on workstations.
• Extensive knowledge in software, hardware, network, and peripheral support.
• Over-the-phone remote support and hands-on support to resolve technical issues.
• Responds to tickets escalated from our Level 1 support team via phone, in person, and electronically.
• Schedules time to work with end users to resolve issues timely.
• Handles warm transfers from Level 1 staff on more complex issues.
• Tracks all work with detail and precision within the ticketing system.
• Acts as a support system for Level 1 staff to help them resolve level 1 issues.
• Owns and develops documentation for Level 1/Level 2 help desk staff.
• Drafts, approves, and publishes documentation into the KB for standard fixes.
• Acts as the go-to resource for client-based questions and support for Level 1.
• Proactively researches new technical systems to add new items to the KB.
• Performs all other duties or special projects as assigned.

• At least 2 years of previous help desk support experience. A+ Certification, HDI, ITILv3, preferred.
• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to include advanced formatting, creating spreadsheets to include the use of macros.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, LAN/WAN/Router/Firewall architecture and configuration, VPN software, and supporting remote users.
• Understanding of Active Directory administration including account unlock, password reset, adding/removing users, OUs, memberships.
• Proficient with troubleshooting general Windows 7-10 issues.
• Knowledge of Citrix receiver and Citrix server functionality and Advanced knowledge in MS Office suite 2010-o365.
• Mid-level knowledge of imaging machines, SCCM, remote support tools.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook and o365.
• Support commonly used software, hardware, tablets, mobile devices, and network equipment.
• Familiarity with the fundamental principles of ITIL/SLA.
• Advanced knowledge in multiple ticketing systems including Service Now, Samanage, Manage Engine.
• Attention to detail in composing, keying, and proofing professional business materials.
• Strong communications skill both verbally and written.
• Customer-oriented with ability to listen to and anticipate the 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.
• Quick study with ability to master a situation or learn new things with minimum direction or training.
• Adaptable with ability to switch tasks based on shifting priorities.
• Creative with ability to develop original solutions to problems.
• Interpersonal skills with ability to work well with all levels of the organization.
• Conceptual with ability to conceive mentally, formulate ideas, use imagination to achieve results.
• Detail-oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy.
• Strategic thinker in future-oriented terms who anticipates and considers external and internal elements with ability to develop long-term plans to leverage resources.
• Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines.
• Good listening skills with ability to receive information completely and understand what is being said.
• Friendly presence and helpful attitude while on the phones with users or internally among teammates.

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person".