Job details
Salary $18 - $21 an hour job type full-time number of hires for this role 1
Full job description
Help desk technician
Position description
Location: remote/battle creek, mi
Reports to: systems engineer
Position summary:
Provide user support and customer service on company-supported computer applications and platformsTroubleshoot problems and advise on the appropriate action.
Essential job functions:
Respond to requests for technical assistance in person, via phone, chat or email
Diagnose and resolve technical hardware and software issues (avionte,
Brightmove, sense, able, ring central)
Opening support tickets as needed
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures
Log all help desk interactions
Administer help desk software
Follow up with customers and users to ensure complete resolution of issues
Redirect problems to correct resource
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Prepare activity reports
Inform management of recurring problems
Stay current with system information, changes and updates
Help update training manuals for new and revised software and hardware
Train computer users as necessary
Clean up computers
Education & qualifications:
Bachelors degree preferred
Working knowledge of fundamental operations of relevant software, hardware and other equipment (windows 10 and windows server operating systsems, microsoft
Exchange, office 365 products, zoom)
Experience researching, analyzing and interpreting automated system problems
Knowledge of relevant call tracking applications
Knowledge and experience of customer service practices
Related experience and training in troubleshooting and providing help desk support
Key skills and competencies
Oral and written communication skills
Learning skills
Customer service orientation
Problem analysis
Problem-solving
Adaptability
Team interaction
Planning and organizing
Attention to detail
Stress tolerance
Patience
Job type: full-time
Pay: $18.00 - $21.00 per hour
Benefits:
401(k)
Dental insurance
Employee assistance program
Flexible schedule
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to friday
Work location:
One location
Work remotely:
Yes
Work location: one location
