Summary: The Global Help Desk Technician's role is to provide user guidance and first level technical support to employees and functions by assisting with incident resolution. The Global Help Desk Technician must be able to provide solid customer service in a demanding environment and have strong interpersonal and communication skills to effectively communicate with end users. Problem resolution will involve the use of diagnostic and helpdesk request tracking tools, prioritizing, documenting and providing interaction and hands-on help at the desktop level. The Global Help Desk Technician supports our users by troubleshooting hardware and software issues, responding to inquiries via phone, email or chat, managing help desk tickets, running diagnostics and effectively communicating solutions to resolve customer problems.  Reports to: Sr. Director, Global Information Technology

This position is fully in person and will report to KVH headquarters, Middletown, RI, from 8AM to 5PM, Monday through Friday.

• Field incoming help requests from end users via telephone, Teams, email, in person, and ConnectWise cases in a courteous manner, understanding their needs and walking them through troubleshooting steps.

Providing remote support to users through tools like screen sharing to resolve technical issues.
• Prioritize and schedule work. Identify complex issues that require further assistance and escalating them to higher level support teams.
• Triage and document the help desk request problem-solving process through to final resolution in ConnectWise, ensuring timely resolution.

Maintaining accurate records of customer interactions, troubleshooting steps, and resolutions.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Troubleshooting computer hardware and software issues, diagnosing problems, and implementing solutions. Perform hands-on fixes at the desktop level, including installing and upgrading software, installingn hardware, configuring systems and applications.
• Familiar with Microsoft M365, Microsoft Office Suite, Windows (all current version and some previous versions), VPN client software, basic network cabling and troubleshooting, Mac OSX
• Test fixes to ensure the problem has been resolved adequately.
• Monitoring system performance and identifying potential issues.
• Providing basic training to users on software applications and troubleshooting techniques.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Ability to work flexible hours and locations, as needed to support after-hours or weekend work required.

Required Skills/Abilities:

• This position is ideal for candidates with 3-5 years of applicable work experience
• Hands-on experience with desktops and cloud applications.
• Knowledge of basic computer hardware, including motherboards, CPUs, memory, storage devices, and input-output devices.
• Experience with desktop hardware, operating systems, including Windows (current versions), Linux and Mac OS experience.
• Experience with basic networking principles and tools, such as IP, DNS, SSL, etc. (layers 1 through 4).
• Extensive application support experience with Microsoft Office products such as Outlook, Word, Excel and PowerPoint, Teams, OneDrive and OneNote.
• Familiarity with IT Service Management (ITSM) platforms (e.g., ConnectWise, ServiceNow, Jira, Zendesk). 
• Application support experience with VPN Client software, ConnectWise, Enterprise Applications, Microsoft Intune, Microsoft security software and other software as required.
• Ability to troubleshoot wireless connection problems.
• Excellent written and oral communication skills.  Clearly explaining technical concepts to non-technical users and actively listening to customer concerns.
• Ability to absorb and retain information quickly.
• Highly self-motivated and directed. Ability to accept ownership for work assigned, be self-motivated, adaptable, meet deadlines and be a team player.
• Keen attention to detail.
• Ability to effectively prioritize and perform tasks in a high-pressure environment.
• Ability to identify the root cause of problems and find solutions effectively. Manage multiple customer requests simultaneously. 
• Excellent customer service orientation.  Providing a positive and helpful experience for customers.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

 Education and Experience:

• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.
• Certifications in CompTIA A+, CompTIA Network+, or Microsoft 365 Certified: Modern Desktop Administrator Associate, a plus.
• Must be a US citizen or permanent resident, KVH can not sponsor at this time.