Help Desk Technician

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