Job Title: IT Help Desk Agent
Location: Portsmouth, NH 03801 (Hybrid)
Duration: 12 Months Contract
Job Description:
· Act as a single point of contact via the telephone, email or web for the resolution of technology-related issues
· Document customer requests in the call tracking system
· Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
Responsibilities:
· 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
Experience:
· 4-6 years
Skills:
· 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 weeks training program that is instructor lead.
· Training is mandatory and scheduled for 35 hours per week. 8:30 am-4:00 pm ET, Monday-Friday.
· Upon completion of training and demonstrated proficiency within the role, assigned shifts may change based on business needs.
· A Strong Stable Internet Connection is required. We also require plugging in via an Ethernet Cable, not a Wireless Connection.
Education:
· High school
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