Provide remote technical support to the staff of all APM subsidiaries across the United States.
Answer incoming IT support related calls from the staff and aim to resolve these tickets over the phone or teams.
Manage and resolve user tickets received via email.
Troubleshoot system installations, perform upgrades and maintenance procedures via Azure.
Create FAQ materials and training manuals for end-users.
Collaborate with other IT teams and workgroups on projects and initiatives as needed.
Escalate unresolved issues to the appropriate level of IT support team and ensure that tickets are resolved in a timely manner.
Provide recommendations for new software / hardware.
Collaborate on process improvement ideas and be the end-user voice.
Assist the IT team with testing software, hardware, and applications.
Other projects as assigned.

Requirements

An associate degree in an information technology related field or equivalent experience.
3-5 years of experience in a helpdesk, desktop, or network related role.
Experience in providing technical support to customers remotely.
Ability to diagnose and troubleshoot technical problems remotely.
Excellent communication and interpersonal skills.
Attention to detail and accuracy.
Ability to work independently and as part of a team.
Ability to prioritize and manage multiple tasks.
Excellent customer service skills.
Experience with Azure and other Microsoft products preferred.
Certifications in Azure, PC hardware and network preferred.

Benefits

All your information will be kept confidential according to EEO guidelines.
Extensive learning opportunities and networking programs.
Equal Opportunity Employer, treating everyone fairly and with respect.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

technical supporttroubleshootingsystem installationsupgradesmaintenance proceduresdiagnosing technical problemshelpdeskdesktop supportnetwork supportprocess improvement

Soft skills

communication skillsinterpersonal skillsattention to detailaccuracyindependenceteamworkprioritizationcustomer servicecollaborationproblem-solving

Certifications

Azure certificationPC hardware certificationnetwork certification