Sr Help Desk Agent, 2nd Shift

Overview:

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 wellbeing. 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. 

The Sr Help Desk Agent provides the highest level of customer service to uses who call the external Help Desk. The Sr Help Desk Agent deals with calls of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist in diagnosing and/or resolving issues. The Sr Help Desk Agent answers incoming calls, tracks all information in a call tracking system and uses a knowledge base tool along with their expertise to resolve Level 1, 2 and 3 requests in a timely fashion, escalating Level 3 requests as needed. The Sr Help Desk Agent assists with managing escalated customer issues. A Sr Help Desk Agent assists with the creation of updates to process and procedure documentation providing training on changes as needed. As a senior team member, the Sr Help Desk Agent mentors lower skilled Agents.

Shift- M-F, 2PM-11PM CST

Hourly rate starts at $26/hr

This is a 100% remote position

• Resolves advanced technical hardware and software issues utilizing extensive knowledge in software, hardware, network, and peripheral support as well as advanced knowledge in administrative tasks on workstations.
• Provides over the phone remote support to resolve technical issues.
• Responds to tickets via phone, in person, and electronically.
• Tracks all work with detail and precision within the ticketing system.
• Provides resolutions to issues escalated by Level 1.
• Owns and develops documentation for Level 1\Level 2 help desk staff.

Qualifications:

• • Required Competencies:

    • Advanced proficiency in Microsoft Office, including creating presentations, documents (with advanced formatting), and spreadsheets (including the use of macros).
    • Strong computer knowledge with the ability to operate a keyboard for data entry at 40 words per minute.

  • Educational Requirements:

    • Associate’s Degree or an equivalent combination of education and experience.

  • Certifications:

    • CompTIA A+ and N+ certifications required.

  • Experience:

    • Minimum of 5 years of relevant work experience.
    • A total of 7 years of work experience is preferred for full proficiency in the role.

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".