Help Desk 2 - HYBRID

• Provide subject matter expertise, thought leadership, guidance, best practice and support across security and governance risk management functions.
• Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users.
• Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software.
• Provides case status updates and metric reports to management.
• Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to remote IT support.
• Increased production standards.
• Increased CSAT goals.
• Assist with knowledge article creation.
• SME for critical business function/services.

• True service desk experience with call center style workload
• Ticketing Systems, Office 365, and Active Directory experience
• Remote troubleshooting skills
• De-escalation skills, * Associate degree or equivalent experience preferred.
• 1 - 2 years of prior Service Desk experience in a high volume IVR based call center preferred.
• Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, Service Now.
• Basic knowledge and troubleshooting of Microsoft Office 365 applications.
• MAC experience would be preferred but not required.
• High quality Customer Service skills (empathy, probing questions to gain understanding, "I can" attitude)
• Office 365 troubleshooting, Virtual Desktop Infrastructure troubleshooting
• Remote Desktop troubleshooting

PRERRERED:

• 1-2-year Help Desk experience
• Active Directory experience, Microsoft Exchange experience
• Microsoft Azure experience

3.83.8 out of 5 stars Sacramento, CA 95831 Hybrid work $20 - $24 an hour - Full-time, Contract, Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance