Note: The job is a remote job and is open to candidates in USA. iT Resource Solutions.net, Inc. is hiring a Help Desk Analyst to provide Level 1 support to clients experiencing difficulty with IT products and services. The role involves troubleshooting, resolving or escalating incidents, and assisting customers through telephone, chat, and email.
Responsibilities
- Performing technical customer support to our NYS client via telephone, chat and email support
- Provide level 1 triage and resolutions such as password resets, account unlocks and troubleshooting network connectivity issues
- Performing call backs as required
- Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts
- Acting as a subject matter expert (SME) across limited subject areas
- Training and mentoring other service desk associates as needed
Skills
- High School Diploma/GED or equivalent experience
- Ability to learn and become knowledgeable of customer products and services
- Proficiency in navigating accounts with multiple skill set requirements
- Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation
- Ability to eventually resolve more complex support ticket requests
- Ability to provide support to new team members
- Effectively manage length of calls/handle time
- Ability to thrive in a fast-paced but fun work environment
- Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers and basic computer terminology
- Experience working on a help desk/service desk handling tickets preferred
- Experience troubleshooting Desktop hardware and associated peripherals preferred
Benefits
- Remote work for candidates who reside in the state of New York, with equipment provided
- Opportunity for advancement
Company Overview