Helpdesk Technician

Job Title: Service Desk Analyst I 

Location:  Remote USA

Hours:  Part-time, Monday - Wednesday (8 hours/day, 24 hours/week)

Contract Duration:  1 year

Contract Type:  W2 through Kelly OCG

Job Summary: 

• Provides phone, chat and web support for business and IT customers technical issues 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 customers.   
• This role is currently 100% virtual.   

Essential Job Functions: 

• Provides basic service desk support for issues and service requests related to hardware, software, network/mainframe connectivity and application support within an enterprise support team. 
• Acts as a representative of technical services to customers. Initiates, escalates, and resolves incidents and/ or service requests.  
• Conducts timely 1st level problem determination for incidents using documented procedures. 
• Acquires and maintains up-to-date knowledge of relevant product/service offerings and support procedures to provide technically accurate solutions to customers. 
• Must be able to provide clear, concise, information through written and verbal communications.  Accurately documents issues, steps taken, and results following quality guidelines. 
• Creates a positive customer experience in every interaction. 

Physical Actions: 

• Sits or stands for extended periods of time, up to a full work shift.  
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.  
• Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction.  
• Visually verifies and reads information. Visually locates material, resources and other objects. 
• Ability to continuously operate a computer for extended periods of time, up to a full work shift.  

Physical Environment: 

Virtual/Remote USA

Education Requirements: 

High school diploma or equivalent required. Bachelor’s degree preferred.  Equivalent relevant business experience or certifications will be considered. 

Experience Requirements: 

One year of technical experience in an enterprise support environment or equivalent education / technical certifications.  

Additional Preferred Skills: 

• Remote support (enterprise) experience preferred 
• Contact Center experience preferred 
• Flexibility to work within 18x7x365 support team 
• Preferred experience with CompTIA A+, Net+, Microsoft Desktop Professional, ServiceNow, Device Manager and Active Directory 

Scheduling Details: 

This assignment will begin with approximately 5 - 6 weeks of training.  Training will be 8 hours per day and will be hosted Monday-Wednesday.  Training days will begin between 7 - 9 am CDT.  After training is completed, individual shifts will be assigned.  Shifts will be 8 hours per day, 3 days per week (Monday-Wednesday).  Individual shifts will begin between 6:30 am - 9:00 am CDT.  Start times should remain static unless there's a shift in business need.

A reasonable estimate of the compensation range for this position is $19 – $21/hr. The compensation range is specific to the United States and incorporates many factors including but not limited to an applicant’s skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.