Help Desk Technician II at IDEMIA

, , United States -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

39.0

Posted On

26 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Case Management, Ticket Management, Issue Escalation, Service Level Agreements, Phone Support, Email Support, Chat Support, Salesforce, Troubleshooting, Microsoft Office, Outlook, Teams, Prioritization, Customer Service, Technical Support, Windows Troubleshooting

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 US Citizenship Required. Help Desk Technicians work Monday - Friday weekly and one Saturday every 5 weeks. The shift options are M- F: 8:00AM - 5:00PM or 9:00AM - 6:00PM or 10:00AM - 7:00PM CST. Saturday shifts are 7:00AM - 4:00PM CST. 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.). Qualifications High 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. Advanced Microsoft / CompTIA technical support certifications are very desirable. The following minimum certifications (or above) are required: CompTIA 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. The US base hourly range for this position is $31.20-39.00/hr + benefits. Our hourly 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. Note to third-party recruiters: IDEMIA Public Security does not work with third-party recruiters absent a signed agreement and will treat any resumes submitted without a signed agreement as the property of IDEMIA Public Security. In the event that IDEMIA Public Security hires a candidate who was brought to our attention by a recruiter who does not have a signed agreement, IDEMIA Public Security will not pay any fees to the recruiter as a result of the hire.

Responsibilities

Help Desk Technicians are responsible for creating and working on support cases based on customer needs, escalating issues according to SLAs, and providing support via phone, email, and chat channels. They must utilize Salesforce for logging and tracking, provide customer updates, and collaborate with coworkers on troubleshooting.