Tier I Service Desk Agents serve as the initial point of contact for customers seeking technical support or information pertaining to Protective DNS via the Service Desk.
Responsibilities
Provide first‑line support for customers and end‑users of the Protective DNS security service
Respond to incoming support requests via phone, email and ServiceNow messages
Troubleshoot and resolve common issues related to Protective DNS configuration, connectivity, and functionality
Escalate complex or unresolved issues to higher‑level support staff as needed
Actively monitor for updates to new and preexisting tickets assigned to the agent in ServiceNow
Requirements
HS Diploma
Nice to have: prior experience supporting similar cloud‑based security solutions
Nice to have: certifications in applicable network administration, security, or technical support categories
Provide first‑line telephone technical support for Q2’s Risk & Fraud Management Software Solutions, troubleshooting and resolving customer issues while documenting interactions and escalating as needed.
Responsibilities
Provide first‑line telephone technical support
Troubleshoot and resolve basic customer problems
Accurately record, categorize, and document all customer interactions using a case tracking system
Establish case priorities and provide regular updates on open issues
De‑escalate customer concerns and manage expectations
Requirements
Bachelor’s degree in a relevant field or equivalent experience
Support Analyst II responsible for diagnosing and resolving hardware, software, application, and connectivity issues for the campus community, maintaining systems, providing user support and training, and supporting cybersecurity and disaster recovery efforts.
Responsibilities
Diagnose and resolve hardware, software, application, and connectivity issues
Install, configure, maintain, and troubleshoot computers, software, and network-connected devices
Provide friendly, patient support and training to users of varying technical abilities
Collaborate with IT specialists to implement new technologies and improve services
Track issues, solutions, and procedures
Requirements
High school diploma or equivalent
Bachelor's degree preferred
Nice to have: higher education experience
Nice to have: support medical or dental simulation equipment
Nice to have: support specialized educational or technical environments
An IT presence role supporting day-to-day technology needs while operating security and compliance controls in an environment aligned with ISO 27001 and SOC 2.
Locations (2)
Quincy, Massachusetts, United States
New York, New York, United States
Compensation
this role is overtime eligible
Responsibilities
Helpdesk and end-user support
Provide day-to-day IT support to users, in person and remotely, resolving requests within agreed service level targets
Onboard, offboard, and transition staff, including accounts, hardware, and access
Set up and configure workstations and install endpoint software on Windows 11, with occasional macOS and Linux support
Provide desk-side support primarily at our Quincy, MA office
Provide Level 1 & Level 2 desktop support for contact centre agents and support staff, troubleshooting hardware, software, OS, network, and voice issues, managing incidents via ITSM tools, and maintaining system assets and documentation.
Responsibilities
Provide Level 1 & Level 2 desktop support
Troubleshoot hardware, software, OS, and network issues
Support Windows desktops/laptops, thin clients, monitors, headsets, keyboards, and printers
Perform user onboarding, offboarding, and workstation setup
Support contact centre tools such as softphones, diallers, CRM systems, and WFM tools
Requirements
Diploma or Degree in IT, Computer Science, or related field
Provide Level 2 technical support for Windows and macOS environments to Australian businesses, managing Microsoft 365, Google Workspace, and endpoint security.
Locations (2)
Makati, Cagayan Valley, Philippines
Australia
Responsibilities
Resolve Level 2 incidents and service requests
Troubleshoot Windows, macOS, Outlook, Teams, OneDrive, SharePoint, PDF applications, printers and common business software
Investigate device performance, application crashes, sign‑in problems and connectivity issues
Maintain ownership of assigned tickets and provide user updates
Administer Microsoft 365 and Google Workspace users, groups, licences and permissions
Desktop Support / Systems Administrator to support deployment, configuration, and ongoing support of specialized healthcare technology and Windows-based environments.
Compensation
The pay range for this position is $25.00 - $30.00/hr.
Responsibilities
Provide Tier 1-3 technical support for end users
Troubleshoot Windows operating systems, desktop applications, peripherals, and connected devices
Configure, deploy, maintain, and support specialized hardware and technology platforms
Perform system imaging, device provisioning, inventory management, and workstation setup
Support software upgrades, system migrations, and post-deployment issue resolution
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