Sr Help Desk Agent; 3rd shift, US Remote

Connection is seeking a Sr. Help Desk Agent to provide high-level customer service for an IT team. The role involves diagnosing and resolving technical issues, managing escalated requests, and assisting with documentation. This is a fully remote position within a 3rd shift, requiring strong customer service and technical skills.

Requirements

• Troubleshooting and resolving o365 related issues
• Support commonly used software, hardware, tablets, and network equipment
• Familiarity with the fundamental principles of ITIL
• Advanced knowledge in multiple ticketing systems including ServiceNow
• Strong ability to multi-task and pivot through the duration of the shift
• Attention to detail in composing, keying, and proofing business materials
• Strong communications skill both verbally and written
• Customer oriented with ability to listen to and anticipate needs of the customer
• Ability to handle constantly changing flow of traffic
• Strong problem-solving skills

Benefits

• 401k plans
• Medical insurance
• Mental health coaching
• Employee wellness programs
• Volunteer Time Off