IT Help Desk Engineer - Remote

5 days ago

🇺🇸 United States – Remote

☕ Washington – Remote

Although this job is listed in Washington, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

💻 IT Support

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Shuvel

WebsiteLinkedInAll Job Openings

11 - 50 employees

🌐 Web 3

🔌 API

☁️ SaaS

Description

• Provide excellent customer service in a timely and efficient manner • Respond quickly and accurately to incoming support requests from customers and urgent emails as prioritized by Government • Leverage a full suite of support and automation tools to resolve issues and requests • Anticipate customer needs and gather necessary information before responding • Troubleshoot issues related to applications, such as emergency software fixes and application interface problems. Guide users through troubleshooting steps as needed • Generate clear and concise responses and emails; use screenshots and pictures, when necessary, and provide bullets or step-by-step instructions • Define and create repeatable scripts/templates for commonly requested questions • Maintain list of troubleshooting steps for common issues regarding the applications and augment as needed • Proactively communicate progress, concerns, and issues to leaders and to stakeholders • Monitor systems, networks, and server uptime and performance to identify and resolve potential issues proactively • Attend status meetings and be prepared to discuss updates

Requirements

• Bachelor’s degree in business, IT, or any related field • 1+ years of relevant work experience supporting complex projects • Experience or capable of using ticketing systems such as ServiceNow and Salesforce, managing various email inboxes, and interacting directly with the customers (end users) of USCIS systems through tiered support. • Excellent verbal, written and interpersonal communications skills with the ability to communicate with both technical and non-technical users • Highly motivated, quick learner, organized, strong time management skills and attention to detail • Proficiency in Microsoft Office and other office productivity tools, with aptitude to learn new software and systems • Critical thinking, analytical, and problem-solving skills