Overview
Skills
Job Details
Work location will be remote work until further notice
On-site training attendance is required for two weeks
Work hours: between the hours of 7:00 AM and 4:15 PM EST; M-F
Responsibilities
Installs and configures applications and other supported software packages
Performs basic troubleshooting and triage of computers via remote computer access and phone
Resolves routine issues and problems related to hardware and software
Creates tickets for all problems called into the Technology Helpdesk
Quickly escalates issues and problems that are not resolvable as necessary
Assists clients with resolving device related issues via telephone support
Helps determine technical needs of supported systems
Participates as team member on projects
Records activities in the service desk software system
Updates/Creates internal supported system documentation
Communicate technical issues, risks, and approaches to clients
Performs other duties as assigned
Required Skills:
High school diploma or equivalent
Minimum of two years in an inbound call center environment
Minimum of two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, mobile devices (Apple/Android), operating systems, and software applications, preferably in a large, multi-site agency.
Experience with remote troubleshooting preferred
Desired Skills:
Possession of A+ [Remote Technician] and Network+ certification is preferred
Installing, configuring, maintaining, and troubleshooting personal computers, operating systems,
software applications, and cabling components
Providing technical assistance, guidance, and training to users of varying levels of skills and abilities
Ability to provide consistent quality customer service
Ability to deescalate customers
Ability to maintain confidential information