Search Jobs
Find your next opportunity today.
Prosum
https://prosum3.wpengine.com/wp-content/uploads/2020/03/JB-Square-200x200-1.png
https://www.prosum.com
https://www.prosum.com
true
Helpdesk Engineer
6584 Poplar Ave Suite 308 Memphis, TN 38138 US
2025-05-22
2025-07-22
Employment Type:
Contract To Hire
Job Category: Helpdesk Support
Job Number: 25036
Job Description
Helpdesk Engineer
Pay Range: $25/hour to $30/hour
Overview:
As a Helpdesk team member, you are responsible for the handling first level support (and second level if qualified) of service requests for over 100 Â clients. Primarily end-user support for both Windows PC/Laptops and Apple MAC/MacBook using Microsoft Office suite, Microsoft Entra and Google Gsuite applications along with client-owned business applications.
Technical Support & Client Communication
• Answering phone calls from clients during shifts
• Assisting customers via Chat Sessions
• Managing assigned cases within Service Level Objectives
• Scheduling follow up calls with client to troubleshoot/resolve PC issues
• Performing user account setup and terminations
• Respond to Proactive PC alerts such as diskspace or failing hard drive
• Triaging/Resolving cases with hand-off to next shift or escalations
• Recording Actions in ConnectWise Ticket system and shift Time in Zenefits.
Requirements for the Role
Pay Range: $25/hour to $30/hour
Overview:
As a Helpdesk team member, you are responsible for the handling first level support (and second level if qualified) of service requests for over 100 Â clients. Primarily end-user support for both Windows PC/Laptops and Apple MAC/MacBook using Microsoft Office suite, Microsoft Entra and Google Gsuite applications along with client-owned business applications.
Technical Support & Client Communication
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- IT Support relating to technical issues involving Microsoft’s core business applications such as Microsoft 365 (Outlook, OneDrive, SharePoint) and operating systems (Windows 10, Windows 11 and current Apple OSX)
- Basic technical support at the network level: PC connectivity, Wi-Fi setups and user settings
- Basic remote access solution support: VPN & CITRIX Terminal Services
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Work with the Service Desk Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require engineer level support
- Experienced using CONNECTWISE ticketing system to include notes and time tracking
- Familiar with CONNECTWISE AUTOMATE remote management platform
- Familiar with CONNECTWISE CONNECT for remote device access
- Accurately completing timesheets and enter working shift times
• Answering phone calls from clients during shifts
• Assisting customers via Chat Sessions
• Managing assigned cases within Service Level Objectives
• Scheduling follow up calls with client to troubleshoot/resolve PC issues
• Performing user account setup and terminations
• Respond to Proactive PC alerts such as diskspace or failing hard drive
• Triaging/Resolving cases with hand-off to next shift or escalations
• Recording Actions in ConnectWise Ticket system and shift Time in Zenefits.
Requirements for the Role
- Active Directory: creation and deletion of user and computer accounts, password reset, unlock account, folder access & user groups management
- O365 Administration: creation of Shared mailboxes and Distribution list, License management, Message tracing
- Strong desktop knowledge (Windows 11, 10 & older)
- Diagnose and rectify network connectivity issues, including CITRIX terminal services and VPN based technologies.
- Practical experience in PC hardware repairs is an advantage.
- Practical experience in deploying and migrating users from old PCs to new PCs
- Great Verbal and Written communication skills
- ConnectWise Ticketing system hands on experience a must
Share This Job:
Related Jobs:
Login to save this search and get notified of similar positions.About Memphis, TN
Ready to embark on an exciting career journey in the vibrant region around Memphis, Tennessee? This bustling area offers a unique blend of rich history, musical heritage, and Southern charm that creates the perfect backdrop for personal and professional growth. Imagine exploring iconic landmarks like Graceland, indulging in mouthwatering BBQ cuisine, catching a show at the Orpheum Theatre, or cheering on the Memphis Grizzlies at FedExForum. With a thriving arts scene, beautiful parks like Shelby Farms Park, and a variety of job opportunities, Memphis and its surrounding areas have something for everyone. Explore our job listings today and discover why pursuing a career in this region could be your best career move yet.
