Job Opening: Remote IT Service Desk Technician – $20.27/hr to $26.83/hr

For immediate consideration please send resume to viviana.meza@remx.com (title:  Remote IT Service Desk )

Summary The IT Service Desk Technician will act   as the central point of contact from which users throughout the organization may request technical assistance with hardware or software. This position is 90% telephone and remote tool support. On occasion the Help Desk team supports walk ups, and/or staff located at the assigned facility.

Start date: ASAP

Durations: 6-month contract with potential to extend

Location: Remote – Anywhere in US

Submission limit: 2 candidates per job order

Hours:   

6:30 AM PST to 3:30 PM PST  

8:00 AM PST to 5:00 PM PST

Pay rate: $20.27/hr to $26.83/hr

Essential Functions

• Answer incoming queue calls and voicemail messages,  
• Utilize the IT Service Desk electronic ticketing system for opening, closing, resolution, escalation, and tracking all user requests.
• Monitor queue regularly and dispense tickets in queue to the applicable department or resource.
• Provide first-line support to all locations, including troubleshooting PC hardware, standardized and proprietary software, telephones, mobile devices, VPN and network printers utilizing historical database records and technical expertise.
• Resolve at least 70% – 80% of all calls received, and to follow escalation procedures
• Administer Access user accounts and resolve MS Windows related printing issues.
• Follow established escalation procedures for situations which require an IT Service Desk Manager
• Create knowledge-based articles and solutions to guide the end users and technicians through resolving issues
• Update and dispatch assigned tickets daily in accordance with technicians and responsible parties

Qualifications

• 3 yrs + experience with hardware support, application, disk encryption, network connectivity, printers and IT security best practices required.
• Passionate about delivering excellence in customer service within a distributed, enterprise IT environment
• Proven intermediate user-level hardware and software troubleshooting skills, including MS-DOS, Microsoft Windows 10, Microsoft Office 365, Chrome, Microsoft Edge, Anti-virus applications.
• Intermediate Networking skills and familiarity with printers, VPN and telephone systems.
• Occasional after-hours, nights, weekend, and holiday work is required.
• Current CompTIA or HDI certification preferred.

May occasionally be required to travel to different office locations within the San Diego area, or outside of the San Diego area for education and training.