What are the responsibilities and job description for the IT Help Desk support position at B2B Technology?
Job Details
Our direct client is looking for IT Help Desk support. The candidates must be local to Louisville. Training period is 3-4 weeks onsite at Louisville KY Office. Remote work begins post training,
Please send me resume, rate and time to discuss
PURPOSE OF THE POSITION
• Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts)
• Responsible for resolving 70% of events on first contact while ensuring excellent customer service to 4000 stores
POSITION FUNCTIONS
Handle inbound events – 90%
• Handles Level 1 inbound calls/chats and accurately log interactions within the company’s incident management system
• Conducts appropriate diagnosis/troubleshooting to resolve known conditions.
• Escalates problem tickets within department guidelines when unable to resolve
• Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures
Manage non phone/chat duties – 10%
• Assist with Alerts and Self- Service Incidents
• Follow up on unresolved incidents
Autonomy & Supervision:
- Receives general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks.
- Work is typically reviewed in detail at frequent intervals for accuracy.
KNOWLEDGE AND SKILL REQUIRED
EDUCATION:
• Some College preferred or equivalent experience
• Preferred A , CCNA, or Net Certifications
EXPERIENCE:
• Preferred customer service experience (1-2 years)
• Skills and Other Requirements:
• Flexible work schedule
• Beginner organization skills
• Beginner oral and written communication skills
• Beginner problem solving ability
• Beginner understanding of computer concepts (PC fundamentals, Operating systems)
• Ability to type 30 words per minute