JOB SUMMARY:

Provides phone and chat support for business and IT customers technical problems and service requests; records problem symptoms and information for escalation of the more complex problems to higher level support; maintains knowledge of relevant products and service offerings to provide accurate solutions; acts as representative of technical services to its customers. This role is 100% virtual currently. Candidates must be local to one of the following locations:

WHY YOU LL LOVE THIS JOB
Internal, enterprise-level support
Career opportunities IT offers a variety of specialized skill positions
Work from home
Collaborative work environment new ideas and feedback are welcomed
Performance, growth and goal-oriented culture

ESSENTIAL JOB FUNCTIONS:
Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team.
Acts as representative of technical services to its customers.
Initiates, escalates, or resolves problem tickets and/ or service requests.
Troubleshoots and resolves technical problems, escalates to support resources.
Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
Must be able to provide clear, concise, information through written and verbal communications.

EXPERIENCE REQUIREMENTS:
One year of technical help desk call center experience in an enterprise environment
Recent college grads (Bachelor's degree in Business or Computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experience

SPECIAL SKILLS REQUIREMENTS:
Flexibility to work within 24x7x365 support team
40 WPM Typing
Remote support experience preferred

EDUCATION REQUIREMENTS:
High school diploma or equivalent required
Bachelor s degree preferred (Business or Computer Sciences)

INTERNET/CONNECTIVITY REQUIREMENTS:
Download: >5 Mbps
Upload: >2 Mbps
Latency: <150ms
Jitter: <30ms

SCHEDULING DETAILS:
This assignment will begin with 6 weeks of mandatory training. Training sessions are instructor led, virtual training sessions. Trainees are expected to attend all training sessions, be engaged with the training, and to be on camera as required. More details regarding requirements and expectations are shared below:

During Training
Trainees are required to be on camera (full facial view) during the entirety of the training period, excluding breaks and lunches.
Full interaction is required by all trainees.
Training will be conducted Monday Friday, 8:00 am 4:45 pm CT.
Training will run from 1-6 weeks, depending on a variety of factors.
Training days will consist of 2 rest breaks (15 minutes) breaks and 1 lunch break (45 minutes). Additional breaks should be kept to a minimum and should not exceed a total of 10 minutes/day.

Training schedule:
Start time: 8:00 am
Break 1: 10:00 am (start time varies slightly daily)
Lunch: 12:00 pm (start time varies slightly daily)
Break 2: 3:00 pm (start time varies slightly daily)
End time: 4:45 pm
Requests for time off prior to the completion of the training program are not permitted.


Post Training
Once training is completed, a new shift will be assigned. The shift assigned will be based on business needs. Additional shift changes may later result based on business needs or seasonal shift bidding.
Schedules will occur in the 8 x 5 format. Some schedules include working weekends. Shifts will be 8 hours in duration and shift start times will vary from 4:45 am 3:30 pm Central Time.
Work days will consist of 2 rest breaks (15 minutes) breaks and 1 lunch break (30-45 minutes). Additional breaks should be kept to a minimum and should not exceed a total of 10 minutes/day.
Requests for time off should be kept to a minimum throughout the duration of this assignment.

INTERVIEW PROCESS:

One Round: 30-60 min video interview which will include:
o behavior based questions
o typing test
o technical competency (basic Windows OS functionality/troubleshooting, basic network connectivity/troubleshooting, and mobile end-user support). Candidates will need a computer/laptop with a camera for the interview.
GDH provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, sex, national origin, age, disability, genetic
information, veteran's status or any other category protected by law. In addition to federal law
requirements, GDH Consulting, Inc. complies with applicable state and local laws governing
nondiscrimination in employment in every location in which the company has facilities and/or
employees. This policy applies to all terms and conditions of employment, including recruiting,
hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,
compensation, benefits and training. Applicants with disabilities that require an accommodation
or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit GDH's website for notice of collection for California applicants.