IT Help Desk Technician in USA

Software Engineer job in United States

The IT Help Desk Technician IN USA will be critical to the overall success of the field service department. The NanoLumens service department strives to provide efficient and painless services to our clients. The Help Desk Technician III will play an essential role in creating a positive client experience by maintaining day-to-day operations within the service department and collaborating with key personnel in our manufacturing facility, engineering, and repair departments.

Essential duties and responsibilities for IT Help Desk Technician in USA

  • Become an expert in troubleshooting and solving service tickets
  • Provide technical support to the field installation team as an overlay to the Level IV Field Engineer
  • Manage Help Desk tickets promptly
  • Respond to clients’ issues via phone, email, and computer chat (chat not working yet)
  • Use systems to identify projects at the beginning of a service ticket
  • Provide customer support through basic and advanced troubleshooting steps
  • Document customer interactions and problem-resolution steps in the service log/system
  • Learn advanced-level service diagnostics for LED display hardware and software
  • Must Work with 3rd party vendors to support client ticket resolutions: Media Players such as BrightSign, Crestron, Datapath, tvOne-Coriomaster, Content Managers such as PixelFire and Radiant, Display Interface Units – MegaPixel and Novastar
  • Learn and operate remote monitoring systems: Aware, NUC PC (Teamviewer), and Ominous
  • Research and answer complex customer questions about product features and recommend appropriate solutions
  • Proactively consult with clients to ensure issues are resolved
  • Issue return merchandise authorization (RMA) to the client as needed and complete required inventory requisition to fulfill service tickets
  • Complete non-conformance documentation for all service hardware component failures, repair components, and comprehensive root cause analysis in coordination with the engineering department and QA representative
  • Comprehensive service quotes for parts and labor as needed based on displays that require service but are out of warranty
  • Maintain and increase technical competence in product development and modernization

Qualifications for IT Help Desk Technician in USA

  • Must have 2+ years of experience working in a customer experience/service environment
  • Electrical engineering degree preferred
  • CTS certification is an advantage but not a requirement
  • Highly detail-oriented and analytical individual
  • Flexibility to work different shifts with notice (some overtime may be required depending on time zones)
  • Must be Eligibility to work in the United States and have the ability to pass a background/drug test

Work skills and abilities:

Highly detail-oriented and analytical individual
Ability to learn technical areas
Work independently without a heavy workload and collaborate with others
Organizational and planning skills
Ability to prioritize work and time management skills
Data management

Internet knowledge, Teamviewer, email
Ability to operate a Windows computer
$60,000-$65,000 per year, full-time position 40 hours per week (remote)

To apply for more Remote IT help desk jobs in USA, visit our website, Latest IT jobs Update.

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