Continuum's Help Desk provides real-time 24x7 support to thousands of client desktops and devices around the United States and other countries. The Help Desk Technician will report to the Help Desk Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC and MAC-related issues with a goal of first contact resolution.
Support Windows and MAC desktop and laptop computers
General access and connectivity issues
Desktop application issues
Basic administration of user accounts and groups
Take ownership of trouble tickets, working and tracking issues to resolution
Record detailed information into Service Desk ticketing system
Support for mobile devices such as iPhones, Blackberries, and Android phones
Occasionally act as a liaison between Partners/Clients and NOC team in India
1 to 2 years of experience in a Service or Help Desk Desk/Support Center environment
Windows operating systems
Apple operating systems
Proficient in Active Directory
Knowledge of network basics
Email clients (Microsoft Outlook)
Knowledge of VPN basics
Excellent communication, written and verbal are vital
Excellent customer service skills are vital
College or Technical Institute degree in Information Technology or other related discipline required. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
IT Certifications (Apple, Microsoft, CompTIA, ITIL, HDI etc.) preferred
Customer service, especially with inbound phone contact
Planning & organizing
Internal Number: 2019-1822
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Equal Opportunity Employer
Continuum Managed Services Holdco, LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, national origin, religion, sex, military or veteran status, disability, pregnancy, pregnancy-related condition, sexual orientation, gender identity, genetic information, or any other status protected under applicable federal, state or local law.