Deskripsi Pekerjaan
Join Connext's dynamic IT team as a Tier 1 Service Desk Specialist and revolutionize how we deliver technical support to our employees! This fully remote position offers an exceptional 25% differential pay to recognize your expertise and contribution to our remote workforce. You'll be the first point of contact for resolving hardware and software challenges, ensuring seamless operations across our organization. Your role directly impacts employee productivity through timely issue resolution and proactive documentation. Connext values your technical acumen and customer-centric approach, offering a supportive environment where your problem-solving skills shine. Experience the flexibility of remote work while advancing your career in IT service management.
Tanggung Jawab
- Deliver first-line IT support via phone, email, and remote access tools
- Diagnose and resolve hardware/software issues with efficiency and accuracy
- Document all service requests, resolutions, and knowledge base articles
- Escalate complex technical issues to Tier 2/3 support with detailed context
- Implement standard IT service management protocols and best practices
- Conduct remote system diagnostics and troubleshooting
- Collaborate with cross-functional teams to resolve systemic issues
- Maintain high customer satisfaction through empathetic communication
Kualifikasi
- High school diploma or equivalent; IT certification preferred
- 1+ years of experience in IT service desk or technical support
- Proficiency in troubleshooting Windows/macOS and common business applications
- Strong customer service skills with ability to explain technical concepts
- Experience with ITSM tools (ServiceNow, Jira Service Desk, etc.)
- Ability to work independently in a remote environment
- Basic networking knowledge and security awareness
- Excellent time management and prioritization skills