Information Technology Help Desk Technician

Job Title: Information Technology Help Desk Technician

Job Classification: Nonexempt

Hours: Monday-Sunday Ranging 1PM-11PM ET totaling 12-16 Hours Per Week

Summary: Provides support to end users on a variety of issues for multiple offices by performing the following duties.

Duties and Responsibilities include the following. Other duties may be assigned.

1. Provides customer support for resolution of operational issues as they arise during daytime, evening and overnight shifts.

2. Team member of the call center assisting users with completing functions.

3. Effectively troubleshoots Level 1 technical issues.

4. Resolves or escalates problems to management as needed.

5. Documents, tracks and monitors IT and communications problems to ensure a timely and complete resolution.

6. Maintains a strong working knowledge of supported systems and workflow procedures and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.

7. Trains users in learning new company-provided applications and assists in problem solving for applications issues.

8. Assists with setup of accounts for users.

9. Provides support with documentation, write up instructions, and procedures.

Qualifications:

To perform this job successfully, an individual must have strong customer service skills, positive proactive personality and is able to perform basic troubleshooting.

Education/Experience:

High school degree, additional education is encouraged. Prior customer service or information technology experience.

Special Skills:

Verbal communication skills

Customer service oriented

Team player

Work Environment:

Work is performed remotely on a computer workstation.

Physical Requirements:

Sitting

Keyboarding

Speaking

Vision for Computer Use

Pay Range: $20-25 per hour