Job Details

This is a work from home position.
During the shift, the staff member will provide Level 1 IT telephone support for the client which entails:
- Answer calls to the Help Desk; Log ticket; Attempt to resolve issue or escalate to appropriate Level 2 resource where appropriate.
- Monitor Help Desk voicemail; Log ticket. Attempt to resolve issue or escalate to appropriate Level 2 resource.

- Monitor self-service queue; Attempt to resolve issue or escalate to appropriate Level 2 resource.

- Monitor Help Desk email; Log ticket; Attempt to resolve issue or escalate to
appropriate Level 2 resource.

Requirements

-General computer knowledge relating to PCs, laptops, networking, Windows 7/8/10, and applications. Must be able to interpret and follow procedures for troubleshooting and fixing reported issues.

-Good telephone speaking voice and communication skills. Prior customer service experience is a plus.

-Must have a quiet area in which to work. There should be no background noise.
-Candidate must have a reliable Internet connection.
-The staff member will be logged into the Help Desk ACD phone group during the shift at all times and take calls as assigned with documented exceptions.
-The staff member will communicate with other Help Desk staff and the manager throughout the shift using provided electronic means.

Candidate may be required to execute a background check.

Help Desk Job Description
- 2 year / Associate Degree: Information Technology related field (Preferred)
- Non Degree Program: Information Technology related field (Preferred)
- Vocational / Technical Degree: Information Technology related field (Preferred)

-Dependability and enthusiasm to grow accounts a must.

Hours
The available shifts being covered are:
- On call nights & weekends, some daytime potential.

Salary
This is an hourly position. The initial rate is $1.5/hour on-call with $22.50 per hour on calls received. Potential for growth with the right candidate.

Job Types: Part-time, Contract

Pay: Up to $22.50 per hour

Schedule:

• On call
• Overtime

COVID-19 considerations:
n/a as this is a remote role.

Education:

• High school or equivalent (Preferred)

Experience:

• Help desk: 2 years (Required)
• Windows: 1 year (Required)

Work Location: Remote

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