Service Desk Agent- fully remote

Job DescriptionJob Description

Qualifications: The ideal candidate will have 6- 12 months of previous help desk experience

This project is fully remote and will last 12-24 months long. You will be expected to pick up equipment in Charlotte N.C. and after that everything is Fully Remote.

You can choose which M-F shift you would like to work. 20/hour set rate. We provide equipment that you would need to be able to pick up.

• 1st shift

• 2nd shift

• 3rd shift

Fingerprinting/ full background required.

RTO: Agents will be providing 1st level technical support assisting internal employees via inbound phone calls. Agent will be supporting all internal employees as they begin to return to office with any technical issues such as: computer configurations, password resets, and specific RTO type issues that will arise. Agents will be trained in specific systems and how to support each type of incoming call they will be receiving. The ideal candidate will have 6- 12 mo of previous help desk experience, experience with a ticketing tool, and an IT background (previous work history, IT Degree, IT Certification).
? WIM: Required qualification: Commitment to work through the contract end date. 12-24 months of previous technology experience in a similar Service Desk environment or equivalent experience. Required Skills: Taking inbound phone calls and chats to provide basic to complex credential administration/password, computer setup and configuration. The ability to use existing knowledge base content to search for known solutions and implement work arounds. Agent must be able to follow directions and be able to process large amounts of information in a customer focused/friendly manner in a fast-paced, high-volume environment with great communication skills. Must demonstrate proficiency by efficient triage of the problem, efficient use of solutioning tools, and use of escalation processes to quickly resolve or escalate incidents that require further subject matter experts. Common call/chat types are assisting with encryption password and active directory passwords, remote access questions that may arise from a predominate work from home customer base, software installs, printer setup and other peripherals. Other: knowledge of and ability to troubleshoot general Microsoft software products such as Windows 10, Windows security updates/patching, O365, Outlook email, Teams. Additionally, knowledge of Virtual Desktop Infrastructures and support of Mobile Devices such as iPhones and or Androids.

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