NOC Help Desk Agent, 3rd shift. US REMOTE

Your next great career move starts here. We're looking for a NOC Help Desk Agent, 3rd Shift. US REMOTE! We have an opening at our office in Remote. This position requires a strong and diverse skillset in relevant areas to drive success. We offer a clear and simple compensation of a competitive salary for this position.   Overview: What We Do... We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That s what we do. We re the IT Department s IT Department. Who We Are Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It s what makes Connection unique what drives us to innovate and create technology solutions that stand apart from the crowd. We d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others. Why You Should Join Us You ll find supportive teammates and a rewarding career at Connection plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. Responsibilities: Customer Relationship Skills  Maintains and expands customer relationships through:  Excellent verbal and written communication skills  Understanding of how to deliver quality service while adhering to service level agreements (SLAs) in a fast-paced environment  Update/Create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides)  Create standard operating procedures on all solutions implemented  Providing proactive recommendations  Demonstrating continuous improvement  Participates in strategy planning discussions with technical, business, and client partners Service Delivery Process and Procedures Development  Follows and implements service delivery processes and procedures  Will be organized, dependable and detail-oriented  Working effectively in a collaborative and innovative team-oriented environment  Provides technical support for 2nd or 3rd shifts  Will be willing and able to be work remotely.  Develops standard operating procedures for use across the Lifecycle and Network Operations business as needed and maintains existing processes Process Improvement/Training  Continuous training on processes  Stays current on customer support processes  Communicates quick fixes  Updates process and procedure documentation as needed Technical Knowledge Maintenance  Stays current with system information, changes, and updates  Becomes familiar with each client and their respective applications.  Drafts, approves, and publishes documentation into the KB for standard fixes  Familiarity with working from a ticketing system as part of a larger team  Clearly communicates and follows expectations of all engineering tasks  Proven troubleshooting methodology and a desire to solve challenges  Create/perform testing (regression, functionality, performance, etc.)  Working knowledge of OS troubleshooting in Windows environment.  Working knowledge of Desktop and Server Operating Systems  Learns fundamental operations of commonly used software, hardware, and other equipment Attendance Employees are required to be present at the approved work location in order to perform the functions of this position. Travel Requirements Occasional travel may be required, less than six trips per year. Travel Specific Requirements For client needs and/or training. Job Qualifications Degree requirements: Associate's Degree or the equivalent combination of education and work experience Minimum years of work experience to qualify for role: 2 Total years of work experience to be fully proficient: 4 Skills, Knowledge and Abilities  Computer knowledge with ability to operate keyboard for data entry. Type 40wpm  Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.  Support commonly used software, hardware, and other equipment  Support back-office hardware, printers, software, Web Applications, and other networks  Familiarity wi