Job Description

Job Title: IT Help Desk Agent

Location: Portsmouth, NH 03801 (Hybrid)

Duration: 12 Months Contract

Job Description:

· Act as a single point of contact via the telephone, email or web for the resolution of technology-related issues

· Document customer requests in the call tracking system

· Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.

Responsibilities:

· Interact with customers and peers to diagnose and resolve problems

· Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems

· Support features, functionality, and usage of specific applications

· Provide Level 1 technical support of low to medium complexity

· Provide input and update to the technical knowledgebase as necessary

· Adhere to established policies and procedures. Make sound business decisions, under direction by following documented procedures

· Report problems with procedures and makes suggestions for improvements

· Perform related duties as assigned or requested

Experience:

· 4-6 years

Skills:

· Reliability & Flexibility are extremely important

· Strong customer service skills

· Effective listening skills

· Strong written and verbal communication skills

· Good problem-solving skills and decision-making ability

· Technical aptitude with PC literacy

· Basic knowledge of Windows Operating Systems

· Strong enthusiasm and desire to learn

· Self-motivation and organization

· Ability to learn and apply technical information in a fast-paced, demanding work environment

· Ability to follow policies and procedures, attention to detail.

· Ability to accurately type approximately 30 words per minute

Training Requirements:

· Up to 5 weeks training program that is instructor lead.

· Training is mandatory and scheduled for 35 hours per week. 8:30 am-4:00 pm ET, Monday-Friday.

· Upon completion of training and demonstrated proficiency within the role, assigned shifts may change based on business needs.

· A Strong Stable Internet Connection is required. We also require plugging in via an Ethernet Cable, not a Wireless Connection.

Education:

· High school

Job Tags

Similar Jobs