Helpdesk Technician V

Contract: 12 Months+

Seeking a customer focused support tech to support onboarding for HW deployment and tech support for an internal VR calling application. Candidates must be passionate about technology, provide exceptional customer service, and have the ability to thrive in a fast paced, high-pressure environment. We support our users via digitally assisted channels like chat, VC, VR, as well as in person.

• Continuous cycle of onboarding new users (Minimum of 5 new users per week)
• Update onboarding wikis as needed and manage weekly build release notes.
• Upkeep of headset inventory to include, ordering, receiving, storage, asset tagging, deployment and returns..
• VR Headset flashing to suggested OS and FW versions at the time.
• Troubleshoot or escalate issues as appropriate, in a timely manner, ensuring clear and effective communication throughout the cycle of support.
• Manage incoming requests to join program and work with leadership to prioritize users according to business need.
• Manage incoming support requests and program feedback via a task system. Respond to and action items according to need.
• Respond to user requests for support within 24 business hours.
• Utilize excellent customer service skills and ensure proper triaging, recording, and closure of support and feedback requests. .
• Ability to provide engaging, informative, well-organized, and critical feedback where required.
• Work proficiently with minimal daily guidance.

Minimum Qualifications:

• Overall-cumulative - 3+ years of experience (including education/AA Tech related degree) in support and troubleshooting Windows or Mac OS platforms (Mac OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems.
• Experience with HW deployment and inventory management
• Experience working with cloud-based file sharing services such as Dropbox, OneDrive, Google Suite, iCloud, or equivalent.
• Familiarity with Linux, scripting languages.
• Experience with handling prioritization on time sensitive problems and escalations within corporate environments.

Preferred Qualifications:

• 3+ years experience in a technical support role in a corporate environment.
• 2+ years experience working with a ticketing system such as Asana, Remedy, ServiceNow, or equivalent.
• Experience in new product/service releases and stay on the forefront of emerging industry practices.
• Experience working within a progressive enterprise support organization and experience providing remote support with customer service and interaction skills.
• Completed coding boot camp or similar