Part Time- Service Desk Technician (Remote)

This is a Part-Time Remote role. MUST BE ABLE TO WORK Midday (10-2ET) as well as Saturday and Sunday

Note: This role requires that the person be flexible to work shifts in 24x7x365 call center environment.

Job Duties

• Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Applies basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Diagnose, identify, isolate, and analyze problems utilizing historical database records.
• Route calls to product line specialists, application, or system support specialists.
• Maintain and updates records and tracking databases.
• Escalates complex problems to higher level of expertise within organization.
• Documents all customer interactions within a ticketing system.
• Alert management to recurring problems and patterns of problems.
• Provide exceptional customer service.
• Provide customer support through various contact methods such as phone, chat, email.
• Respond to customer support requests in a fast, efficient and friendly manner.
• Accurately and thoroughly document customer requests.
• Resolve customer incidents and requests if able or assign to higher tiers as required.
• Act as a single point of contact for existing incident and requests.
• Provide customers with a reference number for their incident/request.
• Identify process and procedures which need to be corrected or added to.

Qualifications

• High School and two (2) years of related experience with relevant certification; OR Associate’s Degree in Computer Networking/Engineering or related field and one year related experience.
• 2 years’ experience in an IT support role.
• Experience with HEAT, TrackIT, Magic, Remedy, Peregrine, ServiceNow or other Ticketing systems.
• Knowledge of basic networking concepts and protocols.
• Customer Service orientated.
• Ability to work well with all teammates in a fast-paced SLA driven environment.
• Proven hardware/software troubleshooting experience.
• Able to solve technical issues via telephone, email, and chat.
• Demonstrated commitment and ability to provide excellent customer service.
• Excellent Interpersonal, written, and oral communication skills.
• Secret Clearance preferred, Interim Secret to be considered.
• Minimum CompTIA A CE, or Network CE, or Security CE certification.
• Citizenship Required.

Desired Experience

• Understanding of IT concepts/practices and experience with common service desk software.
• Proven ability to think and troubleshoot logically and act decisively in critical situations.
• Experience supporting Microsoft Office and Windows OS in an enterprise environment.
• Experience with account administration and password resets in a Microsoft Active Directory Environment.

Pay: Location Based $17.71 per hour- $21.01 per hour

Job Types: Part-time, Permanent

Pay: $17.71 - $21.01 per hour

Schedule:

• 8 hour shift

License/Certification:

• CompTIA A (Preferred)
• CompTIA Network (Preferred)
• CompTIA Security (Preferred)

Security clearance:

• Secret (Required)

Work Location: Remote

Salary : $18 - $21