IT Help Desk Agent # 26-22688

• 12-month contract (with the potential to extend up to 24 months)
• Contract length is determined by business need as well as individual reliability and performance.
• Position will be a hybrid model. Some in-office presence will be required.
• 2 flexible days in office, 3 days remote each week.
• Days/hours per week may vary and subject to change depending on business need

Role Responsibilities:

• Act as a single point of contact via the telephone, email or web for resolution of technology-related issues
• Document of customer requests in our incident tracking system
• Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
• 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., * Training is mandatory and scheduled for 35 hours per week. 8:30am-4:00pm ET, Monday-Friday.
• Upon completion of training and demonstrated proficiency within the role, assigned shifts may change based upon business needs.

• 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.

• All shifts include 15 minute paid breaks and 1 unpaid 30 minute lunch.
• Available shifts: All shifts are in EST
• 6:00 AM - 2:00 PM - Working Days: Sunday, Monday, Tuesday, Wednesday, Thursday, Days Off: Friday, Saturday
• 8:00 PM - 4:00 AM - Working Days: Thursday, Friday, Saturday, Sunday, Monday, Days Off: Tuesday, Wednesday
• 1:00 PM - 9:00 PM - Working Days: Saturday, Sunday, Monday, Tuesday, Wednesday, Days Off: Thursday, Friday
• 12:00 PM - 8:00 PM - Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday
• 10:00 AM - 6:00 PM - Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday
• 11:00 AM - 7:00 PM - Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday
• 9:00 AM - 5:00 PM - Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday