HelpDesk Tier 2 Agent (Friday to Monday)

Company Description

Are you looking to join an organization that is growing and dynamic? What about a high-energy, collaborative environment that rewards hard work?

J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. Our professionals serve as trusted advisors to organizations facing high stakes matters demanding urgent attention, staunch integrity, proven experience, clear-cut analysis, and an understanding of both tangible and intangible assets.

The firm provides a comprehensive suite of services, products, and data that enable clients to navigate complex, contentious, and often catastrophic situations.

Job Description

We are seeking a Helpdesk Support Tier 2 Agent to join our Information Technology team.  This is a unique opportunity for an entrepreneurial, highly driven person with a well-rounded skill set to join the team in India, whose responsibilities extend beyond those of helpdesk support. The ideal person for this role will need to not only have a strong grasp of troubleshooting but also be flexible and a strategic thinker able to take on a variety of tasks.

Job Responsibilities

• Providing remote virtual, telephone, chat, and email support for employees for company-issued/approved computer systems, devices, and applications
• Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues
• Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention
• Creating and managing detailed tickets documenting requests, troubleshooting and resolution of requests
• Escalate as it fits the situation to Tier III agents or as per Manager´s instructions
• Due to the world wide support model, we are looking for a role to cover Weekends, covering a shift from 7am to 5pm EST approximately.  (4 days a week, 10 hours shift)

Qualifications

Required Qualifications

• You must have a minimum of 5 years of experience in a direct end-user support role.
• This position requires a highly motivated individual – you must be proactive, enthusiastic, agile, show initiative, and be good at multi-tasking
• This position requires someone who notices the little things and triple checks processes and information for compliance and accuracy
• You must be able to identify roadblocks, craft comprehensive solutions, and deliver successful outcomes 
• Though we are a fast-paced company, we pride ourselves on a flexible work environment and excellent team culture

Physical and Mental Job Qualifications

• Must be able to remain in a stationary position during work shift

Additional Information

Some of the Benefits We Have Include

J.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our team’s needs.

• Our flexible work environment allows employees to work remotely, when needed
• Flexible Time Off policy
• Medical, Dental, and Vision Insurance

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein.

Please explore what we’re all about at www.jsheld.com.

EEO and Job Accommodations

We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal!

J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you are an individual with a disability and would like to request for a reasonable accommodation, please email jobs@jsheld.com and include “Applicant Accommodation” within the subject line with your request and contact information.

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