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

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Desktop Support Associate (Tier II Phone Support) - PFSweb - Irving, TX - work from home job

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