On-call Experienced IT Help Desk Support

To be the first point of contact for all technical issues.
To be able to provide technical assistance to all employees

Office setup:
14 virtual office employees (including management)
All computers are Windows based
All are using Outlook: Office 365
Software used: Xero, Bria, Zoom, Slack, MYOB, Reckon, Adobe, TeamViewer

Roles and Tasks:
Perform remote troubleshooting
Remote Diagnostic Tools
Use logical steps to resolve issues
Walk employees through steps to resolve technical issues
Record all information regarding help requests
Provide feedback on possible improvements to products and services
Maintain FAQ for employees’ self-help resolution
Launch and implement computer security
Audit all employee’s computer and ensure that the basic and needed software to perform their job is working smoothly
Ensure that your knowledge in troubleshooting telephone based software like Zoom and Bria can be resolved urgently
Troubleshoot network issues and guide them step by step
Creation of online employee profile program

Requirements:
2 to 5 years related experience
Strong communication skill both verbal and written
Proven experience as a Help Desk Technician
Able to diagnose and resolve technical issues
Must be tech savvy
Familiarity with the indicated software is a plus
Strong desire to assist people in difficult situations
Willingness to learn new things
Must be patient and customer focused
Self-starter and can work with minimal supervision