Service Desk Technician (Remote)

About SANSSANS Institute (SANS) launched in 1989 as a cooperative for information security thought leadership, it is SANS’ ongoing mission to empower cyber security professionals with the practical skills and knowledge they need to make our world a safer place. We fuel this effort with high quality training, certifications, scholarship academies, degree programs, cyber ranges, and resources to meet the needs of every cyber professional. Our data, research, and the top minds in cybersecurity collectively ensure that individuals and organizations have the actionable education and support they need.Join the SANS TeamAt SANS, our culture is defined by Mission, Brand, People. Our goal is to hire people who understand the importance of continuing to fight against the cyber security threats (Mission) while delivering the highest quality training (Brand) to our students. We want employees whose personal values align well with our culture of fairness, honesty, customer focus, and pragmatic approach (People).Summary of PositionThe primary focus of the Service Desk Support Technician is to provide professional support for employees and customers at the highest standards in a fast-paced environment. This person will be responsible for day-to-day IT support of employees and clients. Responsibilities include troubleshooting and resolving problems, improving procedures and departmental expertise to resolve cases more efficiently, and reducing the percentage of case escalations to other departments while keeping the client updated.Key Responsibilities

Supporting global staff via remote desktop access tools

Assist with high volume laptop preparation for new and existing employees

First call resolution for accurate, timely, and customer focused support in a secure fashion

Provide VPN and VMware (Workstation, Player and Fusion) support for remote students

Continual updates and improvements to process and documentation

Perform occasional work after hours and on weekends and participate in on-call rotation

Other duties as assigned

Basic Qualifications

Excellent verbal, written, and listening communication skills

Experience with Windows and Mac operating systems

Proven experience in 24x7 high-availability production environment

Experience with desktop virtualization

Experience with enterprise application administration, including Office 365, asset management tools, Active Directory, VPN, and various cloud- based platforms

Experience using ServiceNow or other ITSM systems

Familiarity with networking and TCP/IP protocols

Passionate about providing accurate, timely, and customer focused support in a secure fashion

Reporting Relationships

The Service Desk Technician will report to the Service Desk Supervisor.

Work Environment

Remote work environment. Occasional travel to remote work sites and events should be expected.

Equal Opportunity EmployerSANS is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact SANS Human Resources.California residents for SANS privacy notice for California job applicantsThe base salary range for this position is between $60,000 and $65,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and years of experience. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.In addition, SANS provides the following benefits:MedicalDentalVisionShort-Term Disability401(k) with company matchEmployee Assistance ProgramSupplemental Life Insurance and AD&DPaid Time OffCompany Paid HolidaysVolunteer Paid Time OffDepartmentIT - Tech Services, Service DeskEmployment TypeUS Employee | Full-TimeMinimum ExperienceEntry-levelCompensation$60,000 - $65,000