Helpdesk Technician

Varsity is an MSP and AI Technology Services company that assists social good companies in healthcare, non profits, education, and startups. Our services have been developed to help customers adopt AI and Data intelligence technologies, improve productivity of staff, lower costs, and address cybersecurity compliance and risk management.

Varsity is hiring for a Helpdesk Technician to join our Remote Support team. The ideal candidate will have excellent communication skills, strong customer service, and ability to problem solve a wide range of technical problems. As a Helpdesk Technician, you'll provide direct customer support to users who need assistance with using their device, resolving access issues, using cloud and desktop applications, and assisting with integration of apps and office applications from their devices. The role focuses on using your technology and people skills to respond quickly to customer requests, resolve them, and document your resolutions.

KEY RESPONSIBILITIES

• Serve as the first point of contact for client technical issues via chat, voice, sms, and email.
• Troubleshoot and resolve device, software, and connectivity issues.
• Assist with setup and configuration of user accounts, email, personal computing and mobile devices.
• Provide support for commonly used office applications like Google and Microsoft (among others).
• Document issues and resolutions accurately in the ticketing system.
• Work with technicians, engineers, and other Varsity staff for timely resolution including escalations and transfers to field team.
• Learn, follow, and enhance operating procedures.
• Follow, update, and create Knowledge base.
• Adhere to procedures and policies on customer service, service delivery, and cybersecurity.
• Maintain exceptional customer service in all customer interactions.

Requirements

REQUIRED SKILLS & QUALIFICATIONS

PREFERRED QUALIFICATIONS