JOB REQUIREMENTS: Help Desk Agent - US Remote Managed Services / LCS / Staffing Remote, WI CONNECTION At Connection, our purpose is simple: we connect people with technology. From hardwarePCs, printers, servers, and moreto cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers\' IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we\'re a Fortune 1000 IT solutions partner operating in 174 countries around the worldstill driven by that startup mentality and guided by our original purpose. keywords: position summary,support,communication,administration,solutions,network,degree,organization,skills,knowledge,technology,resource,technical,operating system,document,analysis,research Full Time Salary Range: \$22.28/Hr. - \$27.85/Hr. Overview: Working under minimal supervision of the Help Desk Team Lead, the Help Desk Agent provides support to end users by handling incidents and requests that have been escalated from Level 1. Support items include installation, maintenance, and troubleshooting of both hardware and software. This will be a full-time remote role, M-F, daytime hours Responsibilities: Provides resolutions to issues escalated by Level 1. Advanced knowledge in administrative tasks on workstations Extensive knowledge in software, hardware, network, and peripheral support Over the phone remote support and hands-on support to resolve technical issues Responds to tickets escalated from our Level 1 support team via phone, in person, and electronically. Schedules time to work with end users to resolve issues timely. Handles warm transfers from Level 1 staff on more complex issues. Tracks all work with detail and precision within the ticketing system. Acts as a support system for Level 1 staff to help them resolve level 1 issues. Owns and develops documentation for Level 1Level 2 help desk staff. Drafts, approves, and publishes documentation into the KB for standard fixes. Entity of type com.vizirecruiter.common.domain.model.Label with id: 237 5 Requirements: Strong attention to detail. Bilingual in Spanish preferred. Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, LANWANRouterFirewall architecture and configuration, VPN software, and supporting remote users Understanding of Active Directory administration including account unlock, password reset, addingremoving users, OUs, memberships Proficient with troubleshooting general Windows 7-10... For full info follow application link. EOE/Minorities/Females/Vet/Disabled ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/FF5549D7ED604B4F