[Remote] Help Desk Technician I

Note: The job is a remote job and is open to candidates in USA. IDEMIA Public Security is a leading provider of secure biometric-based solutions. They are seeking a Help Desk Technician I to provide technical support to customers, manage cases and tickets, and collaborate with team members to resolve issues efficiently. 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 Attendance to regular team meetings (or watch all the recordings if working shift 3 hours) is mandatory Attend project meetings and create/maintain deliverables as needed, using Microsoft tools (Office, Outlook, Teams, etc...) Work hours: 5pm - 2am Skills 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 Passion 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 expected Previous customer service and technical support experience is expected Experience using and troubleshooting Windows-based computers is mandatory Previous experience with Salesforce is highly desirable Previous experience interacting directly with customers is highly desirable Microsoft / CompTIA technical support certifications are very desirable College / associate degree in Computer Science-related fields is a plus Benefits Bonus Benefits Company Overview As our world becomes increasingly digitally connected, personal identity and security only become more important. It was founded in 1984, and is headquartered in Courbevoie, FR, with a workforce of 1001-5000 employees. Its website is