Job Description
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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