Helpdesk Support (Senior)

Conversant Group is an IT infrastructure and security consulting company founded in 2009 and based in Chattanooga, TN. We are the world’s first Civilian Cybersecurity Force, dedicated to defeating cyber terrorists. To do so, Conversant Group is organized into three battalions: Athena7 which provides infrastructure assessment, strategy and remediation, Grypho5 which offers ongoing managed protection, and Fenix24 which provides rapid restoration in case of a cyberattack.

The Helpdesk Specialist II is responsible for helping to ensure employees receive a white glove end user experience starting with our first initial engagement during the onboarding process and helping with their day to support needs. Additionally, this role will play a signification part in resolving and escalation of requests as they come in. A successful candidate will have strong customer service, communications, and organizational skills. This position reports to the Manager of User Experience.

Responsibilities

• Assist with management of the internal queue and ensure tickets are assigned and worked in a timely manner.
• Tier 1 and Tier 2 support for service tickets that come in working to determine the best solution for the issue.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.
• Direct unresolved issues to the next level of support personnel.
• Assist with management of user onboarding and offboarding experience
• Update customer data and produce reports as needed.
• Ensure proper recording, documentation, and closure of service tickets.
• Documentation of processes and how-to guides.
• Follow up with customers, provide feedback and see problems through to a resolution.
• Endpoint management
• Maintaining a professional demeanor with clients and colleagues.
• Participate in on call rotation.
• Other duties as required. 

Preferred Skills

• Advanced knowledge of help desk software and remote-access systems.
• Knowledge of computer software systems, including databases, office applications, and operating systems.
• Excellent analytical and diagnostic skills.
• High-level communication skills.
• Ability to troubleshoot complex hardware and software issues.
• Patience and understanding.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.

Qualifications

• Bachelors or Associate degree in Information Technology, Business, Operations, or relevant field experience strongly preferred.
• 1+ years supporting Microsoft Windows Server operating systems.
• 3+ years supporting Microsoft Windows workstation operating systems.
• 3+ years service desk support.
• Previous experience with Citrix VDI / VMware Horizon or Microsoft Terminal Server is a plus!
• Previous experience with O365 and Azure is a plus!
• Excellent analytical, organization, and problem-solving skills with the ability to work with a sense of urgency.
• A proven track record of developing and implementing IT strategy and plans.
• Demonstrated customer service excellence with the ability to deliver white glove service.
• Strong knowledge of implementing and effectively developing IT operations best practices, including knowledge of security, storage, data protection, and disaster recovery protocols.
• Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities.
• Ability to form relationships across all levels of the company while modeling Conversant’s culture and values. 

Why work with us?

We offer a dynamic, innovative work environment with rewarding work - help save our clients from disaster!

We truly value our employees and provide an extraordinary package to prove it, including:

Internal and external learning & development opportunities, including career advancement.

Competitive compensation & benefits.

Scheduled & flexible PTO programs.

Fully remote work options.

Family friendly programs

Care packages

Regular team building events.

Join the world's first Civilian Cybersecurity Force and take your career to the next level!