Job Summary
Provide support for technical issues/requests/questions in a 24/7 call center environment. Productivity and performance is managed through real-time metrics, call/chat monitoring, and individualized performance scorecards.
Responsibilities

• Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request or question that comes from the Customer
• Analyze simple to moderate issues and determine appropriate technical area or vendor to resolve problems
• Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers Display empathy and hospitality to callers' needs and situations
• Use and update knowledge management actively to resolve issues
• Analyze the impact and urgency of the Customer’s issue or request and facilitate implementation of the appropriate solutions
• Maintain compliance with required training and published service desk procedures
• May perform other job duties as directed by Employee's Leaders
• Knowledge, Skills and Abilities
• Knowledge of support procedures, processes, and service management tools
• Knowledge of business applications and their impact on business functions
• Skilled in organization, communication, and prioritization
• Ability to work all support channels while providing effective Customer Service
• Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively
• Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year
• Ability to understand and to meet individual and Service Desk metrics
• Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS Office Suite, iOS, and Android mobile devices
• Skilled in LAN, WAN, wireless networks
• Skilled in VDIs and Citrix

Education

• Required: High School Diploma or GED

Experience

• Required: Entry-level experience; developing skills and knowledge in ITIL methodology
• Licensing/Certification
• Preferred: ITIL Foundations Certification

Job Type: Contract

Pay: $35.00 - $40.00 per hour

Schedule:

• On call

Experience:

• Help desk: 6 years (Preferred)
• 24/7 call,LAN, WAN,VDIs and Citrix, ITIL: 6 years (Preferred)

Work Location: Remote

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