Provides remote technical support for users experiencing computer, network, software, and peripheral issues. Delivers customer-focused assistance through telephone and chat while maintaining service quality, accurate documentation, and timely issue resolution. Works independently with minimal supervision and follows established knowledgebase procedures.
Responsibilities
Provide remote technical support, diagnostics, and troubleshooting for computers, network services, and related peripherals.
Assist users through telephone and chat support channels.
Provide end-user support and training for software applications and internally developed tools.
Manage and update service tickets, including case status and resolution details.
Prepare metric reports and provide status updates to management.
Develop, document, implement, and audit standard operating procedures and customer service guidelines.
Support knowledge article creation and maintenance.
Serve as a subject matter expert for critical business functions and services.
Contribute to service quality, productivity, and customer satisfaction goals.
Provide guidance and support related to security, governance, and risk management functions.
Perform other duties as assigned.
Requirements
Associate degree or equivalent experience preferred.
One to two years of service desk experience, preferably in a high-volume call center environment.
Knowledge of Active Directory, Microsoft Exchange Admin Center, Azure, and ServiceNow.
Basic knowledge of Microsoft Office 365 applications and troubleshooting techniques.
Experience supporting Windows 11 environments.
Strong customer service and communication skills.
Skill
Customer service
Active Directory and Microsoft Exchange
Windows 11 support
Microsoft Office 365 troubleshooting
Service desk ticket management
Technical diagnosis and problem resolution
Remote user support through telephone and chat
Mac OS support preferred
Summary Qualification
Ability to troubleshoot technical issues in an advanced network environment.
Ability to support local and remote users with professionalism and accountability.
Ability to manage varied and moderately complex tasks.
Ability to follow documented procedures and implement established solutions.
Ability to create clear documentation, reports, and knowledge articles.
Ability to meet quality, productivity, timeliness, and customer satisfaction standards.
Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.
Numbers & Facts
Location
Rancho Cordova, CA
Skills
Analysis Skillsunmatched
Business Servicesunmatched
Call Centersunmatched
Call Volumeunmatched
Communication Skillsunmatched
Computer Networksunmatched
Computer Servicesunmatched
Customer Relationsunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Documentationunmatched
Help Deskunmatched
Identify Issuesunmatched
Knowledge Baseunmatched
Legalunmatched
Mac Operating Systemunmatched
Metricsunmatched
Microsoft Active Directoryunmatched
Microsoft Exchange Serverunmatched
Microsoft Exchange Server Administrationunmatched
Microsoft Officeunmatched
Microsoft Windows Azureunmatched
Microsoft Windows Operating Systemunmatched
Network Administration/Managementunmatched
Network Softwareunmatched
People Managementunmatched
Peripheral Hardwareunmatched
Problem Solving Skillsunmatched
Procedure Developmentunmatched
Quality Managementunmatched
Reporting Skillsunmatched
Risk Managementunmatched
ServiceNowunmatched
Software Administrationunmatched
Software Developmentunmatched
Standard Operating Procedures (SOP)unmatched
Status Reportsunmatched
Technical Supportunmatched
Technical Trainingunmatched
Time Managementunmatched
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