Remote Contract Service Desk Technician - State of NC

Job Overview

We are seeking a proficient Service Desk Technician for a 1-year contract opportunity, with a competitive W-2 rate of up to $30/hour. This remote role offers flexible scheduling options, with shifts available from Saturday to Tuesday or Wednesday to Saturday. Each schedule involves a total of 40 hours per week, ensuring a balanced work-life approach.

Key Responsibilities

• Serve as the primary point of contact for customer-reported incidents and service requests through phone, email, chat, and ticketing systems.
• Provide advanced technical assistance and consultation across a variety of IT systems.
• Conduct thorough research and analysis to troubleshoot issues, documenting all findings in an IT Service Management application.
• Promote positive customer interactions and experiences by effectively resolving or escalating service requests as necessary.
• Maintain high standards of customer service and communication to support a diverse audience.
  
  

Required Skills

• Exceptional customer service skills and the capability to apply advanced technical knowledge independently.
• Solid understanding of contact center environments and the role of a Service Desk Technician.
• Familiarity with ServiceNow is preferred.
• Strong verbal and written communication skills, complemented by proficient typing, grammar, and spelling abilities.
• Advanced troubleshooting skills in Microsoft Windows, Office suite, O365, desktop hardware/software, network connectivity, and web-based applications.
• Demonstrated ability to analyze and resolve routine technical problems using existing documentation and training resources.
• Proficient in articulating technical concepts to non-technical users in a clear and understandable manner.
  
  

Qualifications

• An associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or a related field from an accredited institution.
• A minimum of 2-4 years of relevant work experience, or an equivalent combination of education and experience is essential.
• Certifications such as HDI Support Center Analyst, ITILv3 Foundation, and A are highly preferred.
  
  

Career Growth Opportunities

This role provides valuable exposure to a variety of IT systems and fosters skill development in advanced troubleshooting and customer service. Employees have the potential for professional growth within the IT sector, particularly in Service Desk positions.

Company Culture And Values

Our organization values a customer-centric approach, fostering an environment of reliability, ownership, and urgency. We are committed to delivering exceptional service and appreciate the diverse perspectives of our team members.

Networking And Professional Opportunities

Joining our team offers the chance to connect with industry professionals and expand your professional network through collaboration and skill enhancement opportunities.

Compensation And Benefits

• Competitive W-2 rate of up to $30/hour
• Flexible remote work options
• Opportunities to engage with a diverse customer base
• Continuous learning in IT Service Management and ITIL methodologies.
  
  

Employment Type: Contractor