IT Help Desk Associate

Work at Home
Immediate

Job Description

The IT Help Desk Associate represents BroadPath IT and BroadPath as a whole. Your fellow BroadPathers and BroadPath customers will call upon you to help them though an issue, request, or to reach the right person in the organization. Our workforce primarily works from home; therefore, you will need to be adept at providing remote IT support.

Responsibilities

  • Provide IT support via phone, email and chat (primarily)
  • Become subject matter expert (SME) on client applications
  • Provide IT Support via chat
  • Guide employees setting up computer equipment remotely
  • Manage assigned tickets via ITSM tool
  • Handle support calls via contact center platform
  • Notify team lead and/or supervisor of trending issues, offer suggestions or solutions

Basic Qualifications

  • Experience using network assessment and connectivity troubleshooting tools
  • Excellent phone etiquette, customer service and professionalism
  • Excellent time management skills
  • Experience providing IT support in a call center type environment
  • Experience troubleshooting issues remotely for:
    • IP Telephony
    • VPN
    • Internet
    • Applications
    • Microsoft Windows OS
    • Microsoft Office Suite
  • Ability to work independently with minimal supervision
  • Ability to work as a team, often act as coordinator between internal support teams and client support teams
  • Ability to stay organized, on task and cool headed under intense stress and workloads

Preferred Qualifications

  • Experience with Salesforce
  • Experience with SysAid ITSM
  • Experience with Avaya One X, Five9, Genesys PureCloud, Amazon Connect, Nextiva, InContact
  • Knowledge of ITIL
  • Experience with Azure, Active Directory, SharePoint, Microsoft 365 ecosystem
  • Experience working for a BPO and/or MSP
  • Call center, internet service provider support experience