Overview
On Site
Depends on Experience
Contract - W2
Contract - Independent
Contract - 12 Month(s)
Skills
Call Center
Customer Service
Network
Network+
Operating Systems
Help Desk
CompTIA
Conflict Resolution
Documentation
Regulatory Compliance
Technical Support
Microsoft
Computer Hardware
Data Link Layer
Mentorship
Job Details
Title:- Help Desk Support Job Descriptions
Duration:- 6+ Months Contract to hire
Level 1 Help Desk Support Technician
Overview:
Serve as the initial point of contact for technical support, assisting call center staff with basic IT issues and ensuring smooth daily operations across all three locations.
Key Responsibilities:
- Respond promptly to user inquiries via phone, email, or chat.
- Troubleshoot basic hardware and software issues, including password resets and application errors.
- Document incidents and resolutions in the ticketing system.
- Escalate complex problems to Level 2 support when necessary.
- Maintain a high level of customer service and professionalism.
Qualifications:
- High school diploma or equivalent; IT certifications (e.g., CompTIA A+) are a plus.
- Strong communication and problem-solving skills.
- Familiarity with common operating systems and office applications.
- Ability to work in a fast-paced, multi-site environment.
Level 2 Help Desk Support Technician
Overview:
Provide advanced technical support for escalated issues from Level 1, ensuring efficient resolution of complex problems affecting call center operations.
Key Responsibilities:
- Diagnose and resolve advanced hardware, software, and network issues.
- Collaborate with IT teams to implement solutions and improvements.
- Maintain and update documentation for recurring issues and resolutions.
- Train and mentor Level 1 technicians as needed.
- Ensure compliance with company IT policies and procedures.
Qualifications:
- Associate's degree in IT or related field; relevant certifications (e.g., CompTIA Network+, Microsoft Certified) preferred.
- Minimum of 2 years of experience in a help desk or technical support role.
- Strong analytical skills and attention to detail.
- Excellent interpersonal and communication abilities.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.