What are the responsibilities and job description for the Tier 1 Help Desk Associate position at Info-Matrix?
Do you have Call Center experience? Looking to break into IT? We are looking for entry level Tier 1 Help Desk Analyst to join our team. Pay is $17.50 to start, onsite M-Th with telework on Friday. Must work 8am-12pm one Saturday a quarter. Free parking.
This is a Tier 1 Help Desk Associate position requiring working on phones all day. This position is 100% on the phones, password resets and application support.
We are looking for someone with customer service experience, people skills, who prefers to work in a team environment and has basic IT skills experience. We can teach you IT.
The Help Desk Associate will perform the skills listed below as part of their day-to-day responsibilities-
- Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
- Investigates and resolves basic computer software and hardware problems of end user.
- Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
- Talks with technical and non-technical co-workers to research problem and find solution.
- Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
- Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
- Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
- Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
- Follow quality standards and displays strong customer service skills.
- Able to work in a team environment.
- Excellent communication skills; both written and spoken.
Qualifications:
1 year previous Service Desk and/or Call Center experience required
2-year associates degree or equivalent technical study nice to have
Experience with call tracking and ticketing software
Attentive to details and ability to be resourceful (using supplied documentation)
Above average communication skills and telephone manner.
Excellent organizational skills
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
Must live in greater Harrisburg and have reliable transportation.
$17.50 an hour to start
~No 3rd party or C2C applicants~ Must be eligible to work for any employer~
Job Types: Full-time, Contract
Pay: From $17.50 per hour
Expected hours: 40 per week
Work Location: In person
Salary : $18