Candidate Qualifications:
- BS/BA in IT, Computer Science, or relevant field (Preferred)
- 3+ years experience working as a help desk technician or in another customer-facing role
- Ability to directly support 100+ end-users (including executives) across various client sites
- Tech savvy with working knowledge of and experience with office automation products, databases, and remote control/support of: hardware, software, computer systems, mobile devices, and other technology
- Demonstrated track record of urgency, reliability, and accountability
- Proven aptitude to research, diagnose, troubleshoot, and resolve technical issues
- Ability to create clear documentation and write accurate/detailed technical specifications
- Professional, customer-oriented, cool-tempered, critical-thinking, and able to work autonomously as well as part of a team
- Strong interpersonal, oral and written communication, and follow-up skills
- Valid and unrestricted drivers license and a reliable vehicle
- Dedicated home office space
Position Duties/Responsibilities:
- Resolves end-user issues received via ticketing system, email, phone, or in person
- Responds timely to end-users based on Service Level Agreements and troubleshoots/ resolves reported issues
- Assists end-users with hardware and software by training users on appropriate use
- Installs, configures, and maintains hardware, software, systems, networks, printers, scanners, tablets, mobile devices, etc.
- Assists with refreshes, installations, and other client-related projects
- Maintains a working knowledge of networking, storage, server and client operating systems, Active Directories, wireless and wired connectivity, and security/intrusion software/hardware
- Documents hardware and software configuration additions, changes, and revisions
- Communicates clearly and professionally
- Detailed note-taking and time-tracking for all work performed
- Maintains professional and technical knowledge by staying up to date with latest/current/relevant technology
- Maintains confidentiality and security of clients data by adhering to company security standards
- Contributes to team effort by participating in team meetings and sharing technical knowledge with other team members
Other IMPORTANT Details:
- This is a TELECOMMUTE POSITION with on-demand Baltimore-area client site visits
- Seeking someone to work either 8am-5pm or 11am-8pm M-F with an additional outside-business-hours on-call requirement
- Position requires Lifting (up to 50 lbs), Sitting, Standing, Driving, and Dexterity
- Background check required
- Relocation and sponsorship NOT available
- Competitive salary commensurate with experience/knowledge
- Other benefits include a relaxed work environment, room for growth and development, paid time off, paid holidays, training, etc.
- Remote IT Solutions is dedicated to superior client service and is an Equal Opportunity Employer
Desired Skills/Familiarity with:
- TCP/IP Networking; Backup software; Firewalls & VPNs; Wireless access points; Network Attached Storage (NAS); Microsoft Remote Desktop Services (Terminal Services); Microsoft Windows 10 installation and configuration; Microsoft Office 365 (Hosted Office applications and hosted Microsoft Exchange); Microsoft Office 2013 / 2016 / 2019; AntiSpam software; Antivirus software; Ticketing/Monitoring/Agent systems;
About Remote IT Solutions
Remote IT Solutions, LLC, is a Baltimore-based company that specializes in the successful integration and support of business network technologies. Our Team provides network and computer-related support services to small-to-medium sized organizations in the acquisition, distribution, installation, and support of computer and network systems nationwide. We are driven by a set of core values and beliefs, which include respect, honesty, integrity, accountability, dedication, kindness, courteousness, compassion and above all, a customer-driven mindset.
Salary Range: $45K-$65K
To apply for this position, please submit the completed form below and attach a PDF of your resume and cover letter.
