Help Desk Intermediate (Office 365 troubleshooting, Virtual Desktop Infrastructure)

Location: Remote Day to Day Responsibilities: Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users. Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software. Provides case status updates and metric reports to management. Develops, documents, implements and audits standard operating procedures and customer service guidelines relating to remote IT support. Increased production standards. Increased CSAT goals. Assist with knowledge article creation. SME for critical business function/services. Other duties as assigned. MAC experience preferred. Required Skills (top 3 non-negotiables): High quality Customer Service skills (empathy, probing questions to gain understanding, “I can” attitude) Office 365 troubleshooting Virtual Desktop Infrastructure troubleshooting Preferred Skills (nice to have): Active Directory experience Microsoft Exchange experience Microsoft Azure experience Compensation: The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on several factors, including but not limited to, a candidate’s qualifications, skills, competencies, competencies, experience, location and end client requirements). Benefits and Ancillaries: Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.