Help Desk Representative Jobs

Role Responsibilities:

• Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
• Document customer requests in call tracking system
• Report problems with procedures and makes suggestions for improvements
• Support features, functionality, and usage of specific applications
• Act as a single point of contact via the telephone, email or web for resolution of technology-related issues
• Interact with customers and peers to diagnose and resolve problems
• Adhere to established policies and procedures.Make sound business decisions, under direction by following documented procedures
• Perform related duties as assigned or requested
• Provide Level 1 technical support of low to medium complexity
• Provide input and update to the technical knowledgebase as necessary
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems

Role Requirements:

• Technical aptitude with PC literacy
• Basic knowledge of Windows Operating Systems
• Strong enthusiasm and desire to learn
• Strong written and verbal communication skills
• Strong customer service skills
• Ability to accurately type approximately 30 words per minute
• Self-motivation and organization
• Associate degree in Computer Science or a related discipline preferred, and at least one year of experience in IT or related field or an equivalent combination of education and work experience
• Good problem-solving skills and decision-making ability
• Effective listening skills
• Ability to learn and apply technical information in a fast-paced, demanding work environment
• Ability to follow policies and procedures; attention to detail.
• Reliability & Flexibility are extremely important

**Strong Stable Internet Connection is required. We also require plugging in via an Ethernet Cable and not a Wireless Connection.

Training Requirements:

Up to 5-week training program that is instructor lead.

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.