Help Desk Agent Second Shift

We re seeking a highly skilled and customer-focused Second Shift Help Desk Agent to join our team on the evening shift. In this role, you ll provide hands-on technical support, manage service requests, and execute critical patching tasks for our primary client. This is an onsite position with an initial 4 6-week in-office training period. The role is Monday through Friday 3:30pm-12am.

Key Responsibilities

• Case Management: Independently manage and resolve ServiceNow cases during your shift with a focus on accuracy and speed. Maintain a minimum 70% daily billable efficiency.
• Patching: Perform workstation patching for our primary client during your scheduled hours.
• Collaboration: Work closely with your manager, team lead, and peers during onboarding to ensure a successful ramp-up.

Training & Performance

• Onboarding: 4 6 weeks of in-office training with team-based collaboration and job shadowing.
• Working hours after training: Monday-Friday 3:30pm -12am.
• Performance Reviews: Evaluated at 30, 60, and 80 days to ensure goal alignment and progress.

Qualifications

Required Experience & Skills

• Help Desk/Support: 3 5+ years in a Help Desk or Technical Support role
• Operating Systems: Strong experience with Windows 10/11, Active Directory, Entra ID, DNS, and DHCP
• macOS: Experience supporting iMac and MacBook environments
• Mobile Support: Familiarity with iOS and Android OS, including MDM tools
• MFA: Hands-on experience with multi-factor authentication
• Patching & Imaging: Skilled in workstation/server patching and imaging tools like Intune, SCCM, SmartDeploy, NinjaOne
• Cloud Suites: Google Workspace experience is a plus
• Certifications: Microsoft and Azure certifications (e.g., CompTIA A+, AZ-900, MD-102, etc.) are highly desirable

Preferred Software Knowledge

• ITSM & Remote Tools: ServiceNow, Kaseya, JAMF, Devolutions, Adobe
• Remote Support Platforms: Webex, Microsoft Teams, Kaseya Live Connect, RDP
• Monitoring & Security: Splunk, SolarWinds, Microsoft Defender
• Backup & Recovery: Veeam, OneDrive
• UC Platforms: Microsoft Teams, Zoom, Cisco Webex

Soft Skills & Attributes

• Exceptional verbal and written communication
• Detail-oriented with strong documentation skills
• Proven ability to handle multiple priorities in a fast-paced environment
• Customer-first mindset and a proactive approach to problem-solving
• Adaptability to various client environments and technologies

Additional Requirements

• Travel: Valid driver's license, reliable vehicle, and insurance required for occasional equipment transport
• Physical Demands: Ability to lift up to 75 lbs. independently (150 lbs. with assistance), with some bending, standing, and crawling
• Work Authorization: Must be legally authorized to work in the U.S. without sponsorship
• Language Skills: Spanish fluency is a plus

We focus on candidates that display our ACE factor Attitude, Compassion, and Enthusiasm to deliver quality solutions with exceptional customer service.

Compensation Range:

Customer Engineer: $50,000 70,000/annually

What you get:

We offer an energetic work environment with many corporate culture amenities, competitive salary, and rich benefit plan including: Medical, Dental, Vision, 401K, 529, Life Insurance, Income Protection Short and Long-Term Disability, Medical and Child/Elder Care, Flexible Spending Account Plans, Family Planning Benefits, Financial Education, Identity Theft Protection and Assistance, Legal Services, Employee Assistance Program, Two weeks vacation, additional paid time-off for Personal and Sick, certification and hands-on training, and employee discount for product services and entertainment.