Help Desk Technician II

Responsibilities

• Create and work on cases/tickets based on customer's technical support needs
• Escalate reported issues to other teams on a timely manner based on existing SLAs
• Support customers via other non-phone support channels such as e-mail and chat
• Utilize Salesforce for call log, tracking and documentation
• Call customers back and provide updates as needed
• Work in conjunction with other co-workers when supporting/troubleshooting issues
• May be assigned to specific projects / platforms based on business needs
• Attend regular team meetings
• Attend project meetings and create/maintain deliverables as needed, using Microsoft tools (Office, Outlook, Teams, etc.)

Qualifications

• High level of organization skills
• Ability to prioritize tasks based on different workloads
• Previous applied experience with Microsoft tools (Office, Outlook, Teams, etc.) is a must
• Passionate for technology
• Ability to work on a high-pressure, time-sensitive tasks required to honor SLAs
• Willingness to learn new platforms
• Ability and willingness to interact with peers and leadership inside and outside the department
• Previous experience with a call log and tracking tool in a Support Center/Call Center environment is mandatory
• Previous experience with Salesforce is highly desirable
• Previous customer service and technical support experience is highly expected
• Previous experience interacting directly with customers is highly desirable
• A self-starter and driven by a sense of urgency based on competing priorities
• Advanced Microsoft / CompTIA technical support certifications are very desirable
• The following minimum certifications (or above) are required: CompTIA A+, Microsoft MS-900 or Microsoft Endpoint Administrator Associate (MD‑102)
• Previous (retired) Microsoft Windows certifications are accepted: MTA: Windows Operating System Fundamentals or MD‑100: Windows Client or MD‑101: Managing Modern Desktops
• Working knowledge on troubleshooting IDMEIA platforms (with supporting references) may be considered in lieu of a Microsoft or CompTIA certifications
• Bachelor or Associate degree in Computer Science-related fields is a plus
• Experience using and troubleshooting Windows-based computers in a corporate environment is mandatory

Pay

The US base hourly range for this position is $19.01- $25.64/hr + benefits.

Schedule

Note to third-party recruiters: IDEMIA Public Security does not work with third-party recruiters absent a signed agreement and will treat any resumes submitted without a signed agreement as the property of IDEMIA Public Security. In the event that IDEMIA Public Security hires a candidate who was brought to our attention by a recruiter who does not have a signed agreement, IDEMIA Public Security will not pay any fees to the recruiter as a result of the hire.