Help Desk Technician / Support Center Analyst

Published date Posted on Indeed on Aug 06, 2022 (13 d ago)

GreenPages Technology Solutions plans, implements, and manages secure, high-performance digital operating environments for leading companies nationwide. It is uniquely positioned with extensive technology expertise in security and cloud to deliver complete infrastructure solutions that enable companies to drive business outcomes and compete in the digitally driven economy.

Description

Location: Remote

Looking for a career in IT? Have previous experience with computers and call center support? We have a great opportunity for you!

This position is for our entry level frontline Help Desk Call Center agent and is responsible for providing technical support by phone and e-mail, remotely assisting end users from initial contact through basic troubleshooting.

Multiple shifts available.


Key Responsibilities:

  • Resolve problems reported to the call center by phone or web tickets
  • Provide first-level contact and problem resolution for customer issues.
  • Provide timely communication on ticket status and resolution.
  • Update and maintain Help Desk Documentation and knowledge base articles
  • Review and update Help Desk documentation as assigned.
  • Review and create KB articles.
  • Other functions as directed by management
  • Answer phone calls entered into the call center by the SLA. Resolve or escalate issue as needed.
  • Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
  • Monitor voicemail boxes, create ticket and return calls to customer by the set SLA.
  • Quickly and effectively communicate with customers within the set SLA.
  • Continually update and improve our documentation of a customer environment.
  • Continuously improve upon technical skills sets within assigned areas of expertise.
  • Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast paced environment.
  • Regular, predictable and punctual attendance. Will occasionally need to work on holidays.

#LI-Remote

Qualifications

  • Looking for a career in the IT
  • Able to multi-task by working on multiple open tickets simultaneously.
  • Experienced in working in a fast paced environment with multiple priorities and projects.
  • Able to investigate, analyze and troubleshoot customer issues.
  • Comfortable making decisions on issue resolution without supervision.
  • Demonstrates excellent verbal and written skills.
  • Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
  • Proficient in at least two of the following:
  • Basic understanding of Windows Operating system - Windows, 7 - 10
  • MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2016
  • Active Directory
  • Basic network support:
  • Basic knowledge of network technologies (LAN, WAN, wireless)
  • VPN clients (Cisco, SonicWall, Fortinet, etc.)
  • Mobile device support:
  • Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
  • Install and troubleshoot broadband wireless devices and software
  • 1-3 years of prior Customer Service experience

GreenPages is committed to a policy of equal employment opportunity. GreenPages does not discriminate in any aspect of its employment practices against any qualified applicant or employee on account of race, color, creed, religion, sex, sexual orientation, national origin, disability, marital status, or veteran status. We encourage you to send us your resume if you are interested in pursuing a career with us.

To all recruitment agencies: GreenPages does not accept unsolicited agency resumes and ask that you do not forward resumes to GreenPages employees, any physical GreenPages location, or any GreenPages email address. We take no responsibility for any fees related to unsolicited resumes.


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