Tier 1 Helpdesk Analyst

From the client: These entry-level hires will be part of a team of hundreds of people that provide IT support to North America. In our environment, a Tier 1 representative has the chance to be promoted upward into Tier 1.5, Tier 2, Tier 3, and lead support positions. All hires must have strong customer service skills and a desire to learn. The job will primarily be 80% password resets and ticket escalation.

Summary of Tasks

–Accept inbound requests via phone, chat, email and ticket queues

–Record and process incidents and service requests according to process specifications

–Communicate with users to understand issues and provide solutions

–Document and resolve incidents according to process specifications

–Forward incidents which cannot be resolved to downstream support groups according to process specifications

–Initiate escalations according to process specifications

–Work collaboratively supporting team via Skype/Lync

–Assist with training and supporting fellow agents

–Average expected time on task between 4 to 12 minutes

–Expected resolution rate between 50% - 80%

Do you have experience in Customer communication?, Basic understanding of computer technology and IT support

–Experience in customer service ideally gained in a customer facing environment

–English proficiency in both verbal & written form

–Must be culturally sensitive; appreciate cultural differences

–A+, Network +, HDI and/or Microsoft certifications a plus

–ITIL v3 a plus

Basic knowledge of computer technology:

–Windows Client

–Microsoft Outlook

–Microsoft Office (Word, Excel, PowerPoint)

–Diverse browser support experience (Internet Explorer, Chrome, & Firefox)

–PC hardware

–Basic understanding of networks

Knowledge of the following a plus:

–Windows Active Directory and domain concept

–Enterprise mobile device knowledge

–Fixed network telephones and VoIP telephone support

Soft Skills Profile:

–Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility

–Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn

–Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management

–Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures

–Ability to work well under pressure, set priorities and comfortable making quick decisions

12+ month contract / extendable and likely to go perm with good performance.

–100% remote from the following states: Florida, North Carolina, Alaska, Mississippi, North Dakota, or Oklahoma

–Role requires a one-time, onsite visit for badging at the client site.

–Drug & Background check required.

Pay Rate = $16 w2 per hour + benefits

Shift = Mon - Fri / 9:30a - 6pm ET, We don’t just connect people with jobs, we connect top IT talent with game-changing opportunities at some of the biggest names in tech, finance, healthcare, and more. Our team is passionate about helping you land the role that propels your career forward.

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Be You. With Us. Merge IT is an equal opportunity employer. We value diversity in all forms and are committed to creating a workplace where everyone can thrive. All employment is subject to verification of eligibility to work in the U.S. per federal law.

Your next opportunity starts here. Let’s make it happen.

Pay: $16.00 per hour

Benefits:

• Health insurance