This position is a Monday - Friday. the shift will vary depending on what is available. The desk is open from 6am to 7pm central time zone. This is a 40 hour a week position.
up to $22.00 an hour on a w-2 depending on experience - it does not offer more than this amount posted
Ideally a Contract to Hire based on Performance
This position is 100% remote
Must have experience with MS Office, Windows, ServiceNow or another ticketing system
Bilingual is a plus
Looking for 1+ years of experience
POSITION SUMMARY:
A Service Desk Contractor provides first-level end-user support and incident diagnosis for the clients applications, endpoints, and infrastructure. A Service Desk Contractor acts as a single point of contact between the end-user and other IT resources. This position also documents incoming interactions and their resolutions and manages ticket routing and incident resolution with other IT resources.
Equipment is provided to be successful in the job
Training is provided for the first few weeks in the position
Overall Responsibilities:
- Responds to incoming interactions initiated via phone.
- Fulfills incoming service requests.
- Diagnoses and troubleshoots incidents with endpoint hardware, enterprise applications, locally installed software, and other industry standard technologies.
- Uses the IT Service Management tool to accurately document all incoming Interactions and resolutions.
- Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller s satisfaction.
- Keeps IT Service Desk team and management informed of any new support issues in a clear and timely manner.
- Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tools, external knowledge bases, software manuals, and via collaboration with other team members.
- Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes.
- Performs other job-related duties as assigned or apparent.
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