What are the responsibilities and job description for the IT Service Desk & Support (Remote) position at Red Cup IT, Inc.?
As a member of our remote IT Service Desk & Support, you will play a leading role in supporting the company with help desk administration, desktop support, hardware, and software setup, and training. The ideal candidate for this position should have good interpersonal skills and enjoy working in a fast-paced environment. You will also need to manage multiple requests and handle them promptly. Candidates must have strong troubleshooting capabilities, excellent written and verbal communication skills, and the ability to work independently with little to no supervision.
Requirements
* Prior experience supporting Mac OS X and Windows 7/10 in a Windows
2012 & 2016 AD corporate environment
* Strong knowledge of IT services and applications including, but not limited to Active Directory, network troubleshooting, VPN, anti-virus, and anti-spam/spyware blocking technologies.
* Ability to utilize industry-standard computer image deploy/redeploy systems
* Troubleshoot and resolve PC and Mac hardware, software, and printer issues.
* Smartphone setup and administration
* Requires the ability to prioritize, juggle multiple tasks, and be OK with occasional interruptions.
* Capable of meeting the deadline, and getting things done right the first time.
* 24x7 on-call rotation duty for internal system monitoring and issue resolution
* Ability to train clients on computer hardware, software, and phone system usage.
* Support for remote and traveling clients (laptops, wireless, cell phones, etc.)
* Communicate with vendors, as required, for troubleshooting and scheduling maintenance.
Education and Experience
* 5 years of experience providing desktop support for Mac OS X and Windows 7/10 laptops and desktops
* Experience with G Suite, Office 365, AWS, Azure, Z Scaler, and various cloud services and platforms
* Experience with user account creation for Windows Active Directory
* Working knowledge of and the ability to support Office 365 applications (especially Outlook)
* Must have experience supporting remote clients using email, chat, and phone support (ScreenConnect, Teamviewer, VPN, RDP)
* Experience in Halo PSA, Ninja RMM, Okta, Addigy RMM, Cisco, Ubiquiti, VMware, Fortinet, Intuit, Sage, and various back-office.
* Knowledge of Powershell, Bash, and related scripting is a plus
Main requirements:
Know how to deal with busy executive personality types
Customer priorities/escalation/doing things promptly
Great written and verbal communication skills
Working securely and in a compliant way
Self-motivated, self-managing to a certain extent
Eager to learn
Be willing to call, chat, and email clients and end-users directly for additional information as necessary.
Must understand that we are not a corporate company with a rigid structure. We are a small team with open communication. We go with the flow, put out fires, and adjust internal procedures. You must have the ability to ask questions and navigate as needed.
