Full-Time

Helpdesk Support – Senior

Posted on 5/21/2024

Conversant Group

Conversant Group

51-200 employees

Provides cybersecurity services and infrastructure design

Cybersecurity
Consulting
Industrial & Manufacturing
Financial Services

Senior

Chattanooga, TN, USA

Required Skills
Microsoft Azure
Communications
Management
Customer Service
Requirements
  • 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
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

Conversant Group provides an excellent workplace due to its focus on cybersecurity services including secure infrastructure design and rapid ransomware recovery. The company emphasizes efficient and effective technology solutions which ensure reliable application delivery and exceptional user experiences. Working here offers an opportunity to be part of a team dedicated to maintaining and enhancing security in digital environments.

Company Stage

N/A

Total Funding

N/A

Headquarters

Chattanooga, Tennessee

Founded

2009

Growth & Insights
Headcount

6 month growth

11%

1 year growth

17%

2 year growth

122%