Job Details
Qualifications
- Bachelor's degree
- Help desk
- High school diploma or GED
- Typing
- Windows
Benefits
- Work from home
Job Description
Job Title: Client Services - Help Desk Analyst I
Duration :- 6+ months
Location: Remote
Job Description: Help Desk Analyst
IMPORTANT TO KNOW:
1. Position is currently virtual but candidates must be local to designated Clients locations as listed in the job description.
2. Resource will be paid as a W-2 employee by the staffing supplier.
3. Staffing suppliers – please do not contact the hiring manager directly. Only suppliers in the scope of the Client's CWM program can submit candidates for this position.
4. Clients will provide the laptop/equipment for this engagement.
JOB SUMMARY:
Provides phone and chat support for business and IT customers technical problems 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 its customers. This role is 100% virtual currently. Candidates must be local to one of the following locations:
WHY YOU’LL LOVE THIS JOB
- Internal, enterprise-level support
- Career opportunities – Clients IT offers a variety of specialized skill positions
- Work from home
- Collaborative work environment…new ideas and feedback are welcomed
- Performance, growth and goal-oriented culture
ESSENTIAL JOB FUNCTIONS:
- Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team.
- Acts as representative of technical services to its customers.
- Initiates, escalates, or resolves problem tickets and/ or service requests.
- Troubleshoots and resolves technical problems, escalates to support resources.
- Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
- Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
- Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
- Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
- Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
- Must be able to provide clear, concise, information through written and verbal communications.
EXPERIENCE REQUIREMENTS:
- One year of technical help desk call center experience in an enterprise environment
- Recent college grads (bachelor’s degree in business or computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experience
SPECIAL SKILLS REQUIREMENTS:
- Flexibility to work within 24x7x365 support team
- 40 WPM Typing
- Remote support experience preferred
EDUCATION REQUIREMENTS:
- High school diploma or equivalent required
- Bachelor’s degree preferred (Business or Computer Sciences)
INTERNET/CONNECTIVITY REQUIREMENTS:
- Download: >5 Mbps
- Upload: >2 Mbps
- Latency: <150ms
- Jitter: <30ms
SCHEDULING DETAILS:
- Initially schedules will cent Interviews Ber around 8:00am-4:45pm CST Monday-Friday throughout the training period (4-8 weeks). After training is completed, individual schedules will vary as we are a 24x7x365 operation. Schedules are determined through a shift bid conducted twice per year. Schedules determined through the shift bid should remain effective for 6 months. Candidates applying for this position should consider all possible outcomes.
Job Types: Full-time, Contract
Pay: $18.00 - $20.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Phoenix, AZ 85034: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: In person