Contractor Help Desk - 100% Remote

Help Desk - 100% Remote opportunity

This position is responsible for providing first-level support to end-users on hardware, software, and network-related problems, questions, and use.

Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine the problem; classifies level, priority, and nature of problem.

Responsible for opening, escalating, tracking, and closing trouble tickets while promoting end-user satisfaction.

1. Respond to teammate support requests via telephone and email.
2. Diagnose and resolve information technology hardware and software issues.
3. Develop and maintain a professional level of proficiency within Information Technology.
4. Identify and escalate situations requiring urgent attention.
5. Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
6. Work with IT teammates to research and document problem resolutions.
7. Work independently to research and resolve technical issues.
8. Work with IT teammates in researching and writing technical documentation.
9. Maintain knowledge of IT roles and responsibilities.
10. Assist with maintaining hardware/software inventory.

Education & Experience:

High school diploma or equivalent and some computer training certification program. Degree in a computer technology field or related fields is preferred.

Two plus years of experience and/or training; or equivalent combination of education and experience.

Knowledge & Skills:

• Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.
• Attention to detail.
• Creative thinking and problem solving.
• Ability to capture and communicate the context of a situation.
• Ability to work both independently and as a team member.
• Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
• Must be able to recognize questions that go beyond the scope of services provided by Technology Services and make accurate referrals to other service providers as needed.
• Strong working knowledge of Microsoft Operating Systems and Office productivity products.
• Ability to work on multiple assignments with minimal supervision.

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