We are looking for a competent Help Desk Technician I to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Expectations
- Reports to the Founder
- Answer incoming tech support phone calls
- Answer incoming tech support tickets
- Create tech support tickets
- Troubleshoot and resolve client support issues
- Escalate tech support issues to the next level of support for assistance
- Document tech support tickets
- Close tech support tickets
- One weekend per month paid on-call (~1-hour average total time)
- Occasional travel for on-site client visits
Key Performance Indicators
- Billable time
- Customer satisfaction surveys
- Time spent on tech support phone calls
- Tickets created
- Tickets closed
- Documentation added or modified
- Responsiveness to higher levels of support
- Responsiveness to the Help Desk Coordinator
Expected Minimum Level of Production
- Update clients once a day on open tickets
- Never wait longer than 10 minutes to escalate an issue if you do not know how to solve the problem
- Complete at least 6 hours of billed work each day
- Account for all time; billable or non-billable
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- On call
Experience:
- Help desk: 1 year (Preferred)
Work Location: Remote
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