Help Desk Agent
Job Title:
Help Desk Agent Location:
Portsmouth, NH 03801 Hybrid Work Environment:
2 days per week required in office, 3 days remote.
Role
Responsibilities:
Act as a single point of contact via the telephone, email or web for resolution of technology-related issues.
Document customer requests in our incident tracking system.
Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
Interact with customers and peers to diagnose and resolve problems.
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems.
Support features, functionality, and usage of specific applications.
Provide Level 1 technical support of low to medium complexity.
Provide input and update to the technical knowledgebase as necessary.
Adhere to established policies and procedures.
Make sound business decisions, under direction by following documented procedures.
Report problems with procedures and makes suggestions for improvements.
Perform related duties as assigned or requested.
Role Requirements:
Strong Stable Internet Connection is required.
We also require plugging in via an Ethernet Cable and not a Wireless Connection.
Reliability & Flexibility are extremely important.
Strong customer service skills.
Effective listening skills.
Strong written and verbal communication skills.
Good problem-solving skills and decision-making ability.
Technical aptitude with PC literacy.
Basic knowledge of Windows Operating Systems.
Strong enthusiasm and desire to learn.
Self-motivation and organization.
Ability to learn and apply technical information in a fast-paced, demanding work environment.
Ability to follow policies and procedures; attention to detail.
Ability to accurately type approximately 30 words per minute.
Training Requirements:
Up to 5-week training program that is instructor lead.
Training is mandatory and scheduled for 35 hours per week.
8:
30 a.
m.
- 4:
00 p.
m.
EST, Monday-Friday.
Upon completion of training and demonstrated proficiency within the role, assigned shifts may change based upon business needs.
Recommended Skills Active Listening Attention To Detail Business Requirements Communication Curiosity Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
Help Desk Agent Location:
Portsmouth, NH 03801 Hybrid Work Environment:
2 days per week required in office, 3 days remote.
Role
Responsibilities:
Act as a single point of contact via the telephone, email or web for resolution of technology-related issues.
Document customer requests in our incident tracking system.
Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
Interact with customers and peers to diagnose and resolve problems.
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems.
Support features, functionality, and usage of specific applications.
Provide Level 1 technical support of low to medium complexity.
Provide input and update to the technical knowledgebase as necessary.
Adhere to established policies and procedures.
Make sound business decisions, under direction by following documented procedures.
Report problems with procedures and makes suggestions for improvements.
Perform related duties as assigned or requested.
Role Requirements:
Strong Stable Internet Connection is required.
We also require plugging in via an Ethernet Cable and not a Wireless Connection.
Reliability & Flexibility are extremely important.
Strong customer service skills.
Effective listening skills.
Strong written and verbal communication skills.
Good problem-solving skills and decision-making ability.
Technical aptitude with PC literacy.
Basic knowledge of Windows Operating Systems.
Strong enthusiasm and desire to learn.
Self-motivation and organization.
Ability to learn and apply technical information in a fast-paced, demanding work environment.
Ability to follow policies and procedures; attention to detail.
Ability to accurately type approximately 30 words per minute.
Training Requirements:
Up to 5-week training program that is instructor lead.
Training is mandatory and scheduled for 35 hours per week.
8:
30 a.
m.
- 4:
00 p.
m.
EST, Monday-Friday.
Upon completion of training and demonstrated proficiency within the role, assigned shifts may change based upon business needs.
Recommended Skills Active Listening Attention To Detail Business Requirements Communication Curiosity Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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