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Help Desk Support Team
Help Desk Analyst, Level 2
Remote / 1099 or W2
This consultant role of a Help Desk Analyst, Level 2 provides support for more complex level incidents resolution and requests reported to the IT Service Desk. Responsibilities include initial assessment, triage, research, and resolution of these incidents and service requests regarding the use of Microsoft M365 and/or infrastructure components. Must be a US Citizen, we work on government contracts.
Qualifications
- Minimum 2 years of experience working with M365.
- Ability to work independently, prioritize effectively, multitask, and manage time appropriately.
- Excellent problem solving, critical thinking, and analytical skills.
- Professional experience working directly with clients and customers to provide technical support and guidance
- Ability to think creatively to find solutions to business problems and issues.
- Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical audiences
- Ability to work well under pressure.
- Strong problem-solving and critical-thinking skills
- Experience troubleshooting issues and providing customer support for service requests related to Microsoft 365 Online environment.
- Minimum of a High School Diploma or Technical School Training. Certifications are a plus!
- Ability to pass background check.
What would you do at Blerdtech?
Our team designs, develops, and maintain SharePoint/Teams solutions tailored to our clients needs across various industries. We architect solutions based on the client's licensing model and also setup and troubleshoot Office 365, including Teams, Sharepoint. We also specialize in migrations, either fileserver to SharePoint Online or tenant to tenant migrations.
Responsibilities
- Field incoming help requests from end users via self-service ticket creation, telephone, e-mail and in person in a courteous and professional manner.
- Add and remove user accounts as necessary, following standard procedures.
- Provides after hours and on-call support as needed.
- Provide technical support and troubleshooting for M365 issues. (1-3 day SLA)
- Participate in monthly technical meetings with management, development team, and operations to provide updates on assignments and help coordinate interdependent project tasks.
- Work on help desk tickets and service requests for Microsoft 365 Online.
Who We're Looking for
- Someone who is flexible and open-minded, we are a diverse team.
- Someone who is fundamentally curious and willing to learn new things.
- Someone who can work individually or with a team.
- Introverts welcome but understand that the company is run by an extrovert
- Must be a kind person, we don't tolerate bullying on our team.
Benefits With You In Mind
Contract work generally doesn't provide the same level of benefits as working at a company as a permanent employee, but as a contract employees you are paid more hourly. Contractual employees are also responsible for obtaining their own insurance and retirement savings but we do offer some group discounts on purchases.
Remote Work
Remote work has several benefits, including increased flexibility, improved work-life balance, reduced commuting time and costs, access to a larger pool of job opportunities, and lower overhead costs for businesses.
Flexible Schedules
Flexible schedules refer to the ability to adjust and adapt one's work hours to accommodate personal needs and preferences. This may include working part-time, job-sharing, telecommuting, or working outside of traditional business hours.
Access Perks Program
We’re thrilled to announce an incredible addition to our employee benefits – Access Perks, the largest private discount network in America! Access Perks is designed to help you maximize your savings and enrich your daily experiences with exclusive discounts.
Training & Certification Discounts
Our team's success depends on the depth of our knowledge, which is why we prioritize staying up-to-date with the latest technology trends. Our HR department ensures that we have access to both internal and online self-paced training programs for continuous learning.
We're on a mission to revolutionize the way tech works, driven by a powerful combination of transparency, trust, and cutting-edge technology. Our aim is to empower our employees and drive positive change in the industry. Join us and let's create a better way to work together!
What is our Hiring Process like?
Once we contact you after receiving and reviewing your resume, there is no recruiter screening call. Our HR team will schedule your interview if we are interested and then you will meet directly with the COO and interview on a video call and chat for 15 to 30 minutes. You'll get an answer within 2 weeks. That is it. We are direct and open, no games.
- We will review your resume and look for attention to detail and grammar.
- Prepare: Research the company and role, and practice answering common questions.
- Ask questions: Prepare some questions in advance, and ask for clarification if you don't understand something.
- Listen: Be engaged with the interviewer, and welcome all questions with a smile.
The technical component may involve answering questions related to knowledge about a particular topic, process, or product. You may be asked to outline the solution to a common problem. You can expect questions that assess your technical expertise, problem-solving abilities, and communication skills.
How to Apply
If you think that you are suitable for this role, kindly complete the form provided below and attach your updated resume. Though submitting a cover letter is optional, we use it to gauge your level of interest and communication skills.
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