Help Desk Technician I at IDEMIA

, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

33.91

Posted On

11 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Case Management, Ticket Management, Issue Escalation, SLA Adherence, Phone Support, Email Support, Chat Support, Salesforce, Troubleshooting, Microsoft Office, Outlook, Teams, Organization Skills, Prioritization, Customer Service, Technical Support

Industry

Software Development

Description

Overview IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here. Responsibilities Create and work on cases/tickets based on customer's technical support needs. Escalate reported issues to other teams on a timely manner based on existing SLAs. Answer calls that come via one or more phone support lines. Support customers via other non-phone support channels such as e-mail and chat. Utilize Salesforce for call log, tracking and documentation. Call customers back and provide updates as needed. Work in conjunction with other co-workers when supporting/troubleshooting issues. May be assigned to specific projects / platforms based on business needs. Attendance to regular team meetings is mandatory. Attend project meetings and create/maintain deliverables as needed, using Microsoft tools (Office, Outlook, Teams, etc...). The US base hourly range for this position is $22.07/hr – $33.91/hr + benefits. Our salary ranges are determined by role and level. The range displayed on each job posting reflects the compensation target for the role across all US locations. Individual pay is determined by job-related skills, experience, and relevant education or training. Beyond offering a competitive total rewards package, we offer various opportunities to support team member growth and success. Qualifications Advanced Microsoft / CompTIA technical support certifications are very desirable. The following minimum certifications (or above) are required: CompTIAHigh level of organization skills. Ability to prioritize tasks based on different workloads. Previous applied experience with Microsoft tools (Office, Outlook, Teams, etc…) is a must. Passionate for technology. Ability to work on a high-pressure, time-sensitive tasks required to honor SLAs. Willingness to learn new platforms. Ability and willingness to interact with peers and leadership inside and outside the department. Previous experience with a call log and tracking tool in a Support Center/Call Center environment is mandatory. Previous experience with Salesforce is highly desirable. Previous customer service and technical support experience is highly expected. Previous experience interacting directly with customers is highly desirable. Be a self-starter and driven by a sense of urgency based on competing priorities. A+ or Microsoft MS-900 or Microsoft Endpoint Administrator Associate (MD‑102). Previous (retired) Microsoft Windows certifications are accepted: MTA: Windows Operating System Fundamentals or MD‑100: Windows Client or MD‑101: Managing Modern Desktops. Working knowledge on troubleshooting Idemia platforms (with supporting references) may be considered in lieu of a Microsoft or CompTIA certifications. Bachelor or Associate degree in Computer Science-related fields is a plus. Experience using and troubleshooting Windows-based computers in a corporate environment is mandatory.

Responsibilities

The technician will be responsible for creating and working on support cases/tickets based on customer needs, answering calls, and supporting customers through various channels like email and chat. They must also utilize Salesforce for logging and tracking, escalate issues timely according to SLAs, and collaborate with coworkers on troubleshooting.