Service Desk Technician

Minimum Required Skills:Customer Technical Support, Customer Service, Incident Resolution/Escalation, Troubleshooting, Windows, Ticketing Systems, Office 365, On-Premise Microsoft App Support, Cloud Microsoft App Support, Cloud-Based EnvironmentsIf you are a Service Desk Technician with experience, please read on!What You Will Be DoingThe Level II Service Desk Technician will be serving in a customer-facing capacity. Primary responsibility will be support managed service offerings used by our clients. You will be diagnosing, resolving, and troubleshooting client service requests. General responsibilities to include:- Troubleshoot/diagnose/resolve our customers' technical issues that have been escalated by Level I support desk- Interface directly with customer stakeholders- Document service desk procedures- Assist with onboarding new customers- Adhere to SLAs- Prepare reports and maintain knowledge base- Hardware/software incident resolution- Train new hires on policies and procedures- On and off site technical support as needed- Laptop provisioning/repair- Manage assigned tasks in ticketing system- Network print services- Monitor customer infrastructures/networks- Handle inbound support callsPlease note this will be a remote/work-from-home position while workplace COVID restrictions are in place. Once COVID workplace restrictions are lifted, the expectation is 3 days/week in Ambler office and 2/days week remote/work-from-home. This position will be part of 1st shift (7:00AM-3:30PM) and will require occasional on-call rotation.What You Need for this PositionQualified candidates will possess as much of the following experience as possible:- Minimum 3 years of professional technical support experience as part of a service desk team- Strong experience with help desk ticketing/IT service management platforms/systems- Advanced hardware knowledge of PC workstations, office peripherals, Android/iOS mobile phones, tablets, etc.- Advanced knowledge of Windows OS and Microsoft offerings- Advanced software knowledge of Office 365, Exchange, SharePoint, OneDrive, Teams, Office- Strong understanding of identity management platforms (ideally Active Directory)- Strong understanding of Azure- Understanding of user access networks- Understanding of cloud-based telephony endpoints and softphones- Understanding of network monitoring platforms- Track record of providing quality customer service- Ability to write documentation/design procedures- Technical certifications/related higher education degrees desiredWhat's In It for You- Base Salary: $48,000 - $57,000- PTO: 15 days PTO and 10 paid holidays- Aetna health benefits- 401(k)- Ability to work from homeSo, if you are a Service Desk Technician with experience, please apply today!Applicants must be authorized to work in the U.S.Please apply directly to by clicking 'Click Here to Apply' with your Word resume!Looking forward to receiving your resume and going over the position in more detail with you.- Not a fit for this position? Click the link at the bottom of this email to search all of our open positions.Looking forward to receiving your resume!CyberCodersCyberCoders, Inc is proud to be an Equal Opportunity EmployerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.Your Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.Copyright 1999 - 2020 . CyberCoders, Inc. All rights reserved.