Technical Helpdesk & Network Remote Support Agent II

This position will be 3rd shift and will be working remotely (days of week to be determined - may include weekends.) Will need reliable internet at all times and a quiet place to work with no distractions. Delivers advanced client support by resolving complex technical issues, maintaining clear communication and documentation, and contributing to process and service improvements. This role bridges front-line support and escalation while ensuring a professional client experience., * Resolve escalated technical issues related to hardware, software, and connectivity.

• Perform account and access management tasks, including onboarding, offboarding, and permissions adjustments.
• Act as a point of escalation for Technicians, providing guidance on complex cases and best practices.
• Collaborate with peers to analyze recurring issues and recommend process improvements.
• Maintain high-quality documentation of solutions and procedures.
• Provide expertise to enhance workflows and improve client satisfaction.

• Skilled at troubleshooting Windows OS, Microsoft 365, and remote access issues.
• Proficient in performing account and access management tasks with minimal supervision.
• Strong problem-solving abilities with capacity to resolve most technical issues independently.
• Excellent communication skills with accurate documentation practices.
• Understanding of escalation thresholds and service workflows.

PREFERRED QUALIFICATIONS

• 2-5 years of service desk or technical support experience, or equivalent knowledge gained through training and certifications.
• Intermediate certifications: CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator.
• Actively pursuing further certifications or cross-training.