Job Description

Help Desk Technician Remote This position would work on proactively reducing risks of system performance issues affecting project teams in the business, which requires scheduling and proposing clean up sessions, ultimately working directly with end-users on their availability and schedule. We believe this could possibly work well for somebody looking into transitioning from a low level support position into more experienced end-user support and/or application support roles. It does not require highly skilled technical experience, but does require some professional familiarity with Windows operating system environments, IT troubleshooting concepts and essential Microsoft Office products. Preferred candidate Ability to work on flexible working hours arrangement. 32 to 40h/week depending on rate. Hybrid of normal and outside core business hours. Outside of core busy hours (early morning/evening during weekdays, on weekends). Estimated up to 32h/week during busy season (Jan-Apr). Estimated up to 10h/week off busy season. up to 12 hours/weekend Ability to plan work and availability at least two weeks out. Ability to produce simple report on work results. Ability to follow documented instructions and contribute with minor process improvements. Job duties Support (40%) Monitor support queue for tickets requesting assistance on specific issue types. Address end-user issues in a professional, courteous and collaborative manner. Timely escalates complex issues to appropriate team leads/managers. Troubleshoot and fix known application issues in a remote manner in both server and end-user devices. Create backup of electronic files, and restore electronic files in different systems/tools. Grant and remove user access to electronic files in different systems/tools. Preventative Maintenance (40%) Address booking schedule conflicts and limitations with internal clients. Periodically run reports, downloading them and formatting into spreadsheet format. Analyze and organize reports of large size to identify items requiring action. Produce and maintain historical report data in good standing. Proactively propose and schedule maintenance windows with several groups of internal clients to address identified items. Manage booking of scheduled maintenance windows. Diligently document declined/confirmed proposed maintenance windows to follow-up on items needing attention. Diligently document results from the maintenance activities. Create tickets on behalf of internal clients in the IT support ticketing system to reflect bookings of confirmed maintenance windows. Administrative tasks (20%) Propose improvements to existing process and documentation to streamline work. Create and maintain documented instructions to perform tasks. Manage documentation in both traditional Windows File Explorer and SharePoint website basis. Report work progress status in a professional manner. Actively participate in team meetings. Maintain personal business availability reflected accurately on Outlook Calendar. Other duties as assigned, depending on seasonal business workload. Knowledge/Skills/Experience Strong candidates will have: Professional or equivalent experience working with Microsoft Windows and Microsoft software (e.g. Microsoft 365, Microsoft Office, Microsoft Teams). Basic knowledge of scheduling meetings with Microsoft Outlook Calendar and/or Google Calendar. Clear understanding of client/server concepts (practical working experience preferred) Nimble and adaptable, learns on the go. Problem solver Must have to qualify: Must be comfortable and effective in performing repetitive tasks. Works well under pressure of deadlines and troubleshooting unexcepted issues of a production system environment. Must be diligent to avoid execution errors that may lead to disruption of business operations. Must be comfortable following extensive troubleshooting guides containing multiple steps involving various systems. Must be comfortable actively working with multiple active sessions/windows open on the computer screen (monitor). Must be comfortable handling large quantities of data in spreadsheet and systems. Must be comfortable working primarily using e-mails. Must be comfortable working with collaboration tools such as Microsoft Teams, OneNote, SharePoint. Good organization skills. Attention to detail. Self-discipline. Good sense of urgency. Curious, Self-learner. Very competitive advantage having one or more of: Intermediate knowledge of Microsoft Excel (nesting of formulas, pivot table basics, filtering, sorting, data validation). Some experience with client/server system architecture preferred. Practical basic knowledge of at least one tool/system languages (e.g. SQL, PowerShell, C#, Python) DICE cclausenc4techservices.com C4 Technical Services

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