Help Desk Support/Help Desk Specialist I (Remote)

About the role

This is a remote position located in Tucson, AZ.

Responsibilities

• Provides support to end users for computer, application, system, device, access and hardware issues
• Identifies, researches and resolves technical problems of moderate complexity
• Responds to telephone, email and online requests for technical support
• Documents, tracks, and monitors the problem using applicable systems and tools
• May coordinate with other teams or departments to resolve user problems

Requirements

• 1 year of desktop-based hardware support experience preferred
• Prior Service Desk or Desktop Support experience required
• ServiceNow Basic user & security group experience
• Active Directory administration knowledge
• Strong knowledge of Microsoft-based operating systems with emphasis on Windows 10 and 11
• Experience with using and troubleshooting Office 365 and Gmail (permissions, calendaring, delegation)
• Experience with using and troubleshooting Collaboration & Productivity tools such as: Zoom, G-Suite, & Slack
• Familiarity supporting MFA and VPN issues
• Familiarity with troubleshooting Wi-Fi Networking on Macs and PCs

Benefits

• Medical, dental, and vision insurance
• HSA and FSA options
• 401(k) with employer contributions
• Life, disability, and AD&D insurance
• Paid time off for salaried personnel; hourly employees eligible only when required by law or on a Service Contract Act project

Pay

The pay range is the lowest to highest compensation reasonably believed at posting for this role; actual pay may vary based on education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs.