Help Desk Technician II

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
• Attend regular team meetings
• 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 $19.00/hr-25.63/hr + benefits. While it is uncommon for candidates to be hired at or near the top of the pay range, all compensation decisions are made based on the specific facts and circumstances of each hire. The final offer may vary depending on a combination of factors, including a candidate’s skills, qualifications, experience, and geographic location.

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
• 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

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.