Help Desk Support Specialist (100% Remote)

Position Summary: 

ClearCaptions is looking for a customer service-oriented Help Desk Support Specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front line of support, and you will solve technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

This is a Remote/Work from Home position reporting to the IT Manager.

What you will do:  

• Employee onboarding and offboarding, including hardware (laptop, accessories, mobile devices, etc.) and software, account provisioning, shipping, and receiving equipment.
• Assist with administration and maintenance of Windows workstations, tablets, smartphones, and multifunction hardware.
• Administration of corporate applications, including M365, RingCentral, Jira, website, domains, etc
• Asset management of workstations, tablets, and smartphones.
• Detect, diagnose, and resolve or escalate system issues arising within the workstation system architecture including workstation hardware, Windows operating system, as well as commercial off the shelf and vendor applications.
• Provide support using remote diagnostics and access tools to internal and offsite employees.
• Respond to end-user issues and requests via the helpdesk ticketing system, email, or phone and provide resolution of issues and requests within service level agreements.
• Provide efficient and accurate service while meeting strict deadlines. Some work will need to be accomplished within a short span of time.

Qualifications:

• Associates of Science degree in Information Technology, Computer Science, or equivalent experience.
• 1-3 years of working experience in providing help desk support.
• Working knowledge of help desk software, Active Directory, Windows client OSes.
• Advanced hardware and software troubleshooting skills.
• Experience with imaging tools for Windows client OSes.
• Experience supporting users using Office 365.
• Experience with mobile device management including image creation and user profile management.
• Requires strong problem solving, time management, flexibility, and communication skills.  
• Must have the ability to multi-task, organize and document many tasks at one time.  
• Excellent verbal and written communication skills and problem-solving skills. 
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. 
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. 
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams). 

Physical Demands:  

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (40-60%)
• Viewing computer monitor, tablet and cell phone screen requiring close vision (95-100%)

Work Environment

100% Remote:  Work environment is at home.

Compensation:

$25.61 to $30.00/hr prospectively with consideration to experience and geographical location.  Please see www.clearcaptions.com/careers for an overview of our generous benefits program.
 
Intrigued to learn more? 

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like. 

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.    

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.

ClearCaptions is an Equal Opportunity Employer.

CC does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.