Desktop Support Associate (Tier II Phone Support) in Irving, TX

Desktop Support Associate (Tier II Phone Support) - PFSweb - Irving, TX - work from home job Company: PFSweb Job description: PFSW Company Statement: PFS is the premier eCommerce order fulfillment provider. In short, we provide the behind-the-scenes operations for brand’s online stores. We pick, pack, and ship our clients’ products around the world – with a bunch of added flair. We personalize our packages, we help our clients’ customers with phone, email, and chat support, and we have a strong fraud team who ensure secure payment processing. Not to mention, a technology system that facilitates making orders, returns, and everything in-between. Company Vision: • We will engage with our clients as a strategic partner. • We will provide a premier commerce order fulfillment solution. • We will be world-class at every service we offer. Desktop Support Associate (Tier 2 Phone Support) The Desktop Support Associate (Tier 2 Phone Support) will be responsible for supporting remote employees with a mixture of laptops, desktops, and other IT equipment. We are looking for an individual with excellent customer and technical support skills. Responsibilities • Troubleshoot and resolve hardware and software issues for Windows and ChromeOS end user devices via phone and remote access software • Ship and receive hardware for end users • Respond to user requests through ticketing system: Kayako • Communicate with team members and users of all levels both verbally and written • Knowledgeable about viruses and virus removal • Unlock, reset, and administrate user and computer accounts in Active Directory • Work in a team environment using email & Microsoft Teams as communication tool • Manage and escalate critical issues to management or relevant teams Qualifications • High School Diploma or equivalent, Required • Bachelor’s degree, Preferred • 2+ years of experience with desktop and laptop support, including support of Windows 10 Pro, Required • Experience with Active Directory; specifically, Users and Groups • 2+ years of experience with Microsoft Office products, Required • 1+ years of experience with support of iOS and Android mobile devices, a plus • Certification with A+, ITIL or equivalent, is a plus Personal Characteristics • Skilled at prioritization and multi-tasking • Excellent written and verbal communications skills • Strong technical aptitude, with the ability to follow step by step technical specifications • Ability to work independently and remotely, with limited supervision • Willingness to help, educate, and share knowledge with others via knowledge articles and/or email • Attention to detail and strong organizational skills • Ability to work well in a fast-paced, team environment • Strong interpersonal and customer service skills • Analytical/problem-solving skills • Excellent judgment and decision-making skills Pre-employment background screening will be conducted. PFSweb Inc. is an EEO/AA - M/F/Disability/Protected Veteran Status employer. Required Skills Required Experience Desktop Support Associate (Tier II Phone Support) - PFSweb - Irving, TX - work from home job Expected salary: Location: Irving, TX Desktop Support Associate (Tier II Phone Support) - PFSweb - Irving, TX - work from home job Job date: Thu, 03 Aug 2023 22:35:51 GMT Apply for the job now! Desktop Support Associate (Tier II Phone Support) - PFSweb - Irving, TX - work from home job Apply tot his job