Help Desk Technician III

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 $23.55- $29.49/hr + benefits. While candidates are not typically hired at or near the top of the range, all compensation decisions are based on the specific facts and circumstances of each hire. Final offers may vary depending on factors such as skills, qualifications, experience, and geographic location.