Remote Tier 1 Help Desk Technician Full-Time

Ross Education, LLC Clinton , MI 48036

Posted 2 months ago

Remote Tier 1 Help Desk Technician

Job Details

This position is a fully remote entry to mid-level IT Tech help desk position.

Work with Ross students and employees who are working remotely or on campus around the Midwest to help them get back on track, online and on time using all your knowledge of desktop systems. Stay connected to your team, while keeping the "pulse" of the company strong and steady!

The Remote Tier 1 Help Desk Tech reports to the Chief Technology Officer and supports the technology and users of Ross Education. In this role, you will perform a variety of troubleshooting, repair, upgrade and installation tasks involving Windows, VOIP, database, access printers, device support, problem solving for users of all different skill levels. Work as a member of the IT team, supporting a geographically dispersed network of campuses remotely.

Job Duties and Responsibilities

  • Provide help desk support to over 500 users and over 3,000 computers in primarily Eastern and Central time zones

  • Complete student and employee tickets in Zendesk

  • Ability to provide clear direction to staff and students to resolve issues

  • Escalate requests as needed, set expectations for follow up

  • Troubleshoot and resolve general system hardware, software and network failures and conflicts for desktop, laptop, tablet and mobile support

  • Other work as assigned

Requirements

  • Associates Degree in Computer Science, Computer Information Systems, or related field

  • 1 or more years related work experience, including at least 6 months of telecommuting or working remotely

  • Must have a secure, dedicated work area at home and high-speed internet to telecommute

  • Must be able to work a fixed schedule of day or evening hours, plus Saturdays

  • Must be able to meet productivity measurements

  • Working knowledge of Windows Desktops, Laptops, tablets and mobile devices in both an Active Directory and standalone environments

  • Working knowledge of Microsoft Windows Operating Systems - Windows XP, Windows 7

  • Working knowledge of Microsoft Office

  • Working knowledge of Dell, Xerox, and Lanier printers and MFP devices

  • Strong communication, documentation, and analytical skills

  • Ability to provide detailed explanation of work completed and problem resolution

  • Able to manage multiple projects

  • Ability to work independently and manage time accordingly

  • Excellent verbal and written communication skills

  • Ability to create great working relationships with all levels within the company and across multiple disciplines

  • Demonstrates professionalism in manner and conduct as a representative of Ross

Preferred

  • Experience in a post-secondary education setting

  • Experience with Canvas learning management system or other LMS, CampusVue (CVue)

Equal Opportunity Employer


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Remote Tier 1 Help Desk Technician Full-Time

Ross Education, LLC