Job Title : IT Help Desk / Support Technician

Location : Frankfort, KY (40601)

Workplace Type : 100% Onsite

Pay : $20 / hr for Tier 1 $25 / hr for Tier 2

Job Description :

We are seeking a number of skilled IT Help Desk / Support Technicians to join our client in Frankfort, KY. The ideal candidate will have strong general computer skills, experience with enterprise-level IT support, asset management expertise, and familiarity with service desk support.

TIER 1 Help Desk

Responsibilities :

• Basic Troubleshooting : Provide initial support and resolution for routine issues related to the client's tax system, including login problems, password resets, and basic navigation assistance.
• User Guidance : Assist taxpayers, internal staff, and external stakeholders in understanding and utilizing basic features and functionalities of the client's tax system.
• Ticket Management : Log and categorize incoming support requests, ensuring accurate documentation and timely resolution.
• Escalation : Escalate complex issues or those requiring Tier II or Tier III support to the appropriate teams.
• Customer Service : Deliver courteous and helpful customer service to all users, maintaining professionalism and empathy.

Qualifications :

• Understanding of Tax Systems : Familiarity with tax-related processes and procedures, including basic knowledge of tax software systems.
• Technical Aptitude : Ability to quickly learn and navigate software applications and databases.
• Effective Communication : Clear verbal and written communication skills to interact with users of varying technical backgrounds.
• Attention to Detail : Ability to accurately document issues and follow established protocols for ticket management and escalation.

TIER 2 Help Desk

Responsibilities :

• Advanced Troubleshooting : Investigate and resolve complex technical issues related to the DORIS tax system, including system errors, data discrepancies, and software bugs.
• User Training and Support : Provide training sessions and create user guides to empower users with intermediate-level DORIS system knowledge.
• Root Cause Analysis : Conduct thorough analysis to identify underlying causes of recurring issues and implement preventive measures.
• Collaboration : Work closely with Tier III support and system administrators to implement solutions and system enhancements.
• Documentation : Update and maintain knowledge base articles, troubleshooting guides, and system documentation for internal reference and user self-service.

Qualifications :

• Technical Proficiency : Proficiency in troubleshooting complex software and database issues, preferably with experience in SQL queries and database management.
• Problem-Solving Skills : Ability to analyze complex technical problems, develop innovative solutions, and implement best practices.
• Customer Focus : Commitment to providing exceptional customer service and support, with a focus on user satisfaction and system usability.

About EEG : Eight Eleven Group (Brooksource) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Last updated : 2024-09-08