This job is with Encode, Inc a fully owned subsidiary of Lancesoft
Role Purpose: Provide Tier 1/2 remote support for user issues, resolving incidents efficiently, and ensuring business continuity for hybrid/remote users.
Key Responsibilities:
•Respond to and resolve service requests and incidents submitted via the ITSM/ticketing system.
•Troubleshoot user issues across endpoint, network, O365, and basic security incidents.
•Provide remote support, password resets, software installs/updates, and guidance.
•Maintain clear service records, follow escalation and resolution protocols.
•Collaborate with onsite staff as needed.
Requirements:
•2+ years in IT helpdesk or desktop support roles.
•Proficiency in Microsoft 365, Windows troubleshooting, and remote support tools.
•Strong written and verbal communication, and customer service attitude.
•Experience supporting hybrid/remote organizations preferred.
Remote
Skills:
Computer Security, Customer Support/Service, Desktop Administration, Help Desk, IT Service Management (ITSM), Identify Issues, Maintenance Services, Microsoft Windows System Administration, Presentation/Verbal Skills, Record Keeping, Resolve Customer Issues, Software Administration, Software Installation, Technical Support, Writing Skills
About the Company:
Lancesoft
We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.
Company Size:
2,000 to 2,499 employees
Industry:
Staffing/Employment Agencies
Founded:
2000
Website:
http://www.lancesoft.com/
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