Help Desk Technician

Title: Corporate Help Desk Technician 3

Location: Phoenix, AZ 85027/ Remote fully 100%

Duration: 6-12 Months

Shift/schedule: Sunday - Saturday, 5 or 4 days in a week. 10 hours or 8 hours available (assigned).

Overtime? Do not generally do overtime.

Ideal candidate:

• Desk work experience with troubleshooting experience. Someone who can Diagnose and troubleshoot issues.
• Basic windows knowledge is key.
• Knowing M365 experience or basic understanding of what it is. Technically knowledge and manage time properly.
• Someone who has worked in ticketing system like ServiceNow or something similar.
• Most important skill and experience are Troubleshooting.

How many years of experience are you looking for? 10 years (generally overqualified), so ideally 1-2 years of experience.

Red flags - Frequent job jumping, not staying longer than a 1 year or so.

Interview process:

1st round - Team interview (2-3 supervisors), on camera

2nd round - Panel interview (on camera is required).

Systems: Microsoft, ticketing systems (i.e., Service Now).

Job Description:

• Delivers technical support within a ticketing system environment, specializing in medium to high-volume support call centers, with a strong emphasis on prioritizing quality over quantity.
• Demonstrates competency or expertise in analyzing and troubleshooting computer systems, software products, and services, focusing primarily on end users working at hotels.
• Maintains and enhances information technology service efficiency and user satisfaction by addressing inquiries and resolving routine to complex problems.

Key Responsibilities:

1. Offers technical support with a solid general understanding of computer systems, software products, and services
2. Supports business operations through reliable delivery of high-performance applications and technical services, emphasizing quality over quantity
3. Resolves or routes operational issues, including installations, setups, error messages, online transactions, system status, and downtime procedures via a support ticketing system
4. Prioritizes user satisfaction by promptly diagnosing and resolving issues based on established resources and guidelines
5. Recognizes, researches, isolates, and resolves complex problems; escalates to higher level support as needed or directed
6. Collaborates with infrastructure service teams, software systems engineers, and applications development teams to identify and resolve problems reported by end users, ensuring accurate communication of details or findings to support or development teams
7. Maintains accurate documentation of issues and activities within daily communication channels and ticket journal or task notes
8. Ensures smooth shift transitions and accountability for the provided services by attending and participating in shift turnover meetings as required
9. Upholds industry and company confidentiality standards when handling business-sensitive information in all interactions

Experience:

• Minimum 12 to 18 months of specialized experience in ticketing systems, medium to high-volume support call centers, with a focus on delivering end user support
• Proven track record in customer service

Education:

• High School degree or equivalent certification
• College-level coursework in Computer Science, Data Processing, or a related field or equivalent experience

Skills:

• Basic proficiency in Microsoft Office Suite.
• Potential for intermediate proficiency in specific applications.
• Technical skills in areas such as Networks transmitting Voice/Data/Fax, LAN/WAN communications, TCP/IP or VSAT; SCAT, LYNX, Peoplesoft, CPM, Goldmine; A , Net .
• Familiarity with telecommunications, PC, mainframe, or other information systems equipment.