Job description

The technician will receive incoming phone calls, emails, chats, and self-service tickets from multiple Customers. They will handle incidents and service requests. The technician will use Knowledge Base and other tools provided to attempt to resolve the customer situation on the first contact. If first contact resolution is not possible, the technician will follow the escalation path for problem resolution, including following up when necessary. Must be a Self-starter who enjoys problem-solving with little direct supervision.

Major responsibilities include :
* Achieve customer identification and verification of problem through asking probing questions and effective listening skills, while using provided processes and/or systems
* Initiate problem solving: gathering information, evaluating options and offering solutions
* Provide technical support to Enterprise End Users: Standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, Password Resets, Wired and Wireless Network support
* Use Knowledge Base and other tools provided to attempt to resolve the customer situation on the first contact
* If first contact resolution is not possible, technician will follow escalation path for problem resolution
* Follow up with caller through multiple channels, when scheduled, or required for problem resolution
* Document call, and providing a ticket number to reference in case of callback

* General technical skills – Google Workspace, MS Office 365 Suite, Windows 10, Exchange, Active Directory, Networking, Wired and Wireless, Desktop and Laptop basic HW knowledge
* Experience with MS office products (Word, Excel etc.)
* Multi-Factor Authentication
* Ability to identify Cybersecurity and phishing incidents
* Single Sign-On (SSO)
* Mobile Device Management
* Printers and printer setup
* Familiar with Customer Management Programs and or Ticketing Systems
* Ability to document tickets in the customer’s system
* Must be able to determine incident criticality or escalate action to secure the appropriate resolution provider, using the tools provided
* Excellent Soft Skills, including telephone etiquette, listening skills, providing empathy, professional correspondence, and a sense of urgency and enthusiasm
* Strong verbal and written communication skills in order to communicate effectively with end-users, peers, management, and client personnel
* Accuracy in spelling, grammar, pronunciation and enunciation is a necessity

High school/College/Military/Tech School/IT course.
Google Workspace experience a plus

Job Type: Full-time

Salary: $20.00 - $21.00 per hour

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Gum Springs, AR: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location

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