What are the responsibilities and job description for the Sr Help Desk Agent position at Connection?
Remote, IL
CONNECTIONAt Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose.
keywords: position summary,position details,what we do,who we are,why you should join us,customer service,support,operations,education & experience
Full Time
Salary Range: $24.04/Hr. - $30.29/Hr.
Connection has a terrific opportunity for a Senior Help Desk Agent role. This will be a full-time role with Connection. M-F. 8AM-5PM or 7AM-4PM CST. This role will be fully remote and can sit anywhere in the US, preferably CST or EST.
The Sr Help Desk Agent works under minimal supervision of the Help Desk Manager, referring only exceptional problems and issues for review or approval. As the first point of contact, the Sr Help Desk Agent provides the highest level of customer service to users 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 less skilled Agents.
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 well-being. 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.
- Responds to requests for technical assistance in person, via phone, and electronically with the ability to resolve more difficult Level 2 and 3 problems with or without remote tools.
- Advises caller on appropriate action.
- Logs all help desk interactions.
- Follows standard help desk procedures.
- Assists with managing escalated customer issues.
- Diagnoses and resolves technical hardware and software issues.
- Researches questions using available information resources.
- Administers help desk software.
- Provides training on updates to processes and mentoring to less skilled Help Desk Agents.
- Communicates quick fixes.
- Assists in cross training.
- Updates process and procedure documentation as needed.
- Stays current with system information, changes, and updates.
- Becomes familiar with each client and their respective applications.
- Learns fundamental operations of commonly used software, hardware, and other equipment.
- Performs all other duties or special projects as assigned.
- Associate Degree or the equivalent combination of education and work experience.
- CompTIA A and N certifications.
- Minimum 5 years' work experience.
- Strong leadership potential and excellent attention to detail.
- Customer service minded.
Min
EOE/Minorities/Females/Vet/Disabled
Salary : $24 - $30
