It Help Desk Agent - Remote

Join a strong community where all we do is care-for the children and families we serve every day, as well as for our dedicated team members. Our people are our best asset. We listen and we know what you're looking for:

• You want benefits. We support you with a minimum 50% childcare discount, immediate access to benefits, innovative health programs, 401(k) company match, and much more.
• You want opportunity. We invest in your future with ongoing training, tuition reimbursement, credential assistance, and our unique Master Teacher Program.
• You want balance. We offer flexible schedules that work for you, no nights or weekends, the ability to bring your children to work with you, and paid time off.
• You want recognition. We provide a positive, fun workplace where employees are appreciated.

The IT Help Desk Agent will provide first and second level support for all software, hardware, and telecom issues for the schools and Support Central; serving as the primary technical point of contact. The hourly shift will be 7am - 4pm EST or 7:30am - 4:30pm EST.

Essential Functions:

• Investigate appropriate areas of potential problem and determine resolution; test and implement solutions.
• Maintain confidentiality with regard to the information being processed, stored, or accessed by the end-users on the network.
• Assist with ticket processing, escalated calls, and VIP support.
• Maintain availability to provide first and service level support on all enterprise systems platforms; including but not limited to phone and ticket support.
• Update customers and tickets daily and resolve tickets as per the SLA guidelines of the ticket.
• Accurately log all calls and requests into the Help Desk system either opening a new ticket or updating an existing ticket immediately upon ending the call.
• Ability to determine ticket priority based on standard operating procedure or input from the management
• Evaluate areas to improve team efficiency by ensuring call and ticket procedures are being followed; collaborate with technical coordinators on team ticket status to ensure timely resolutions.

Minimum Job Qualifications:

• At least 1 year of multi-tiered support experience preferred.
• High School Diploma or equivalent required.

Other Skills and Abilities Qualifications:

• Basic to intermediate PC and peripheral hardware troubleshooting skills
• Familiar with all Microsoft Office applications and Windows environment.
• Proficient time management, organizational skills, and ability to meet established deadlines.
• Effective communication skills, written, verbal and interpersonal.
• Excellent customer service skills with both internal and external customers.
• Familiarity with telecom related environments.
• Comfortability performing troubleshooting on local area and wireless network.
• Capable of working with frequent interruptions and changing priorities.

Learning Care Group is an equal opportunity employer and will not discriminate against an employee or applicant based on race, color, religion, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status or any other protected status under federal, state, or local law.