Summary
RG&T Solutions is a company seeking a Help Desk Support Engineer who will provide technical assistance to end-users. The role involves troubleshooting software issues, resolving access problems, and establishing workflows for tracking service level agreement adherence.
Responsibilities
- Troubleshoot software issues, resolve access problems, and support IT management tools such as JIRA and GitLab
- Establish workflows for tracking SLA adherence with automated notifications and escalations
- Conduct quarterly reviews of ticket resolution performance and recommend process improvements
Skills
- Associate's degree in IT, Computer Science, or 3+ years of relevant experience
- Experience resolving user access and software issues, providing remote support, and delivering user training
- Proficiency with IT help desk ticketing systems, cloud applications, and incident response
- Strong customer service and documentation skills
- Desired certifications include CompTIA A+, ITIL Foundation, and Microsoft Modern Desktop Administrator
Qualifications
Must Haves
- Associate's degree in IT, Computer Science, or 3+ years of relevant experience
- Experience resolving user access and software issues, providing remote support, and delivering user training
- Proficiency with IT help desk ticketing systems, cloud applications, and incident response
- Strong customer service and documentation skills
Nice to Haves
- Desired certifications include CompTIA A+, ITIL Foundation, and Microsoft Modern Desktop Administrator
Benefits
- Remote work with reliable internet, quiet workspace.