Help Desk Technician

Job Summary

Providing first-contact technical support remotely, the full-time hourly Help Desk Technician will manage incident/request calls and tickets, ensuring quick resolution of user issues while delivering excellent customer service.

Key Responsibilities

• Manage the ingress of incident/request calls and tickets using designated phone and ticket systems, following established procedures
• Identify, analyze, and resolve first contact issues via phone, chat, and email, escalating complex problems as necessary
• Provide outstanding customer service and build strong working relationships with team members and end users to ensure a high quality of service

Required Qualifications

• High School Diploma or GED
• 1 year of experience in Information Technology or a related field
• 1 year of experience in a Help Desk or Call Center environment
• Demonstrated understanding of basic computer technology competencies
• Working knowledge of Microsoft Windows and ChromeOS Operating Systems