Note: Drug Test is mandatory
In this role, you'll provide technical support to our users, helping them resolve IT-related issues via phone. You’ll be the first line of defense for troubleshooting, ensuring our users can quickly get back on track with their devices, software, and systems.
Key Responsibilities:
- Troubleshooting support: Assist users with hardware and software issues, guiding them through basic troubleshooting steps over the phone or via chat/email.
- Issue resolution: Diagnose and resolve common IT problems (e.g., login issues, network problems, software errors, printer setup).
- Escalate issues: If problems are too complex for resolution at the first level, escalate them to higher-level technical teams or IT specialists.
- Ticket management: Record, track, and update customer issues in the help desk system, ensuring timely resolution.
- System updates and maintenance: Assist in installing, configuring, and updating software and systems for users as needed.
- User guidance: Educate users on best practices and provide guidance on using hardware, software, and other IT systems effectively.
- Documentation: Maintain and update documentation and knowledge base for frequently asked questions and common troubleshooting steps.
- Customer follow-up: Ensure issues are resolved satisfactorily by following up with users to confirm that solutions worked.
Skills & Qualifications:
- Technical knowledge: Familiarity with common operating systems (Windows, Mac, Linux) and basic networking concepts.
- Communication skills: Ability to explain technical issues in simple terms and communicate clearly with non-technical users.
- Problem-solving: Ability to diagnose and resolve a variety of IT issues, from minor to moderate technical problems.
- Customer service skills: Patient, empathetic, and capable of maintaining a positive attitude while helping users solve problems.
- Experience: Previous help desk or IT support experience is a plus but not required.
- Team player: Ability to collaborate with other IT staff to ensure a seamless support experience.
Job Type: Temp-to-hire
Pay: $15.50 - $16.50 per hour
Work Location: In person
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