IT Help Desk Agent

US Tech Solutions, Inc.

Portsmouth, United States of America

yesterday

Role details

Contract type

Temporary to permanent

Employment type

Full-time (> 32 hours)

Working hours

Shift work

Languages

English

Compensation

$ 42K

Portsmouth, United States of America

Computer Literacy

Issue Tracking Systems

Mainframes

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., * 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.

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.