Technical Helpdesk & Network Remote Support Agent II

Technical Helpdesk & Network Remote Support Agent II
Chicago,IL,USA,60007 (virtual)
4 Months Contract
This position will be for either 2nd or 3rd shift

Key Responsibilities:

• Resolve escalated technical issues related to hardware, software, and connectivity.
• Perform account and access management tasks, including onboarding, offboarding, and permissions adjustments.
• Act as a point of escalation for Technicians, providing guidance on complex cases and best practices.
• Collaborate with peers to analyze recurring issues and recommend process improvements.
• Maintain high-quality documentation of solutions and procedures.
• Provide expertise to enhance workflows and improve client satisfaction.
• Knowledge & Skills Requirements:
• Skilled at troubleshooting Windows OS, Microsoft 365, and remote access issues.
• Proficient in performing account and access management tasks with minimal supervision.
• Strong problem-solving abilities with capacity to resolve most technical issues independently.
• Excellent communication skills with accurate documentation practices.
• Understanding of escalation thresholds and service workflows

Preferred Qualifications:

• 2 5 years of service desk or technical support experience, or equivalent knowledge gained through training and certifications.
• Intermediate certifications: CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator.
• Actively pursuing further certifications or cross-training.