Technical Support Engineer

Hours - Monday-Friday 8am-5pm CST Katalism Technology is looking for a hard-working Information Technology Support Desk Technician to provide remote support to our clients nationwide. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology. Responsibilities • Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals • Manage ticket queue to ensure timely resolution • Provide customer support using remote connection software • Provide thorough documentation on each customer interaction • Prioritize ticketing system flow by following SOPs and KB articles for resolution • Meet or exceed KPI goals • Troubleshooting of the following, though not limited to: o Advanced desktop issues o VPN connectivity o Entry-level server support o Hardware issues o Line of business support Requirements • IT Fundamentals and A+ certifications, or equivalent professional experience • 1+ year of professional help desk experience • Strong customer service skills • High attention to detail • Ability to follow instructions and policies • Ability to adapt to changing and fast-moving environments • Strong phone skills It is the policy of Katalism Technology, Inc. to offer Equal Employment Opportunity to all qualified applicants, regardless of race, color, creed, religion, national origin, sex, age, disability, genetic infuriate, or any other status protected by federal, state, or local laws.