Retail Sales Support Analyst
Moen
Desktop Support Technician II – Virtual Service Desk Tech
Empower AI
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
ServiceNow
About the role
- Provide technical assistance to computer users.
- Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
- Perform a variety of clerical and administrative duties pertinent to remote assistance.
- Replies to trouble tickets to resolve user problems.
- Provide expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones, and network connectivity.
- Provides personal computer support analysis, and hardware/software installation and configuration.
- Interacts daily with customers to ensure productivity; provides peer feedback.
- Maintains an audit trail and statistical records of all problems and conditions reported by the client.
- Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
Requirements
- Public Trust Clearance by start date.
- ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
- Applies fundamental concepts, processes, practices, and procedures on technical assignments.
- Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
- Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.
- 2-7 years of experience and high school diploma.
- One year experience with Windows and/or Mac desktop support.
- One year experience with Smartphone support.
- One year experience with remote support tools.
- Proficiency in the Google Suite, Microsoft Office, Slack, and ServiceNow.
Benefits
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical assistancetrouble ticket resolutionhardware installationsoftware installationconfigurationWindows supportMac supportsmartphone supportremote support toolsITILv4
Soft skills
independent workcustomer interactionpeer feedbackproblem-solvingcommunicationleadership
Certifications
Public Trust ClearanceITILv4 Foundation Certification
