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Help Desk - 100% Remote opportunity

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Contract Remote 12d ago

Location:

Innsbrook, VA, US

Company:

Zillion Technologies Inc. - (ZTI) is a global business consulting and technology solutions provider. Zillion delivers innovative business solutions that give clients a competitive edge.

Summary:

The applicant will provide first-level support to end-users on hardware, software, and network-related issues, ensuring user satisfaction through effective problem resolution. Requirements include a high school diploma or equivalent, relevant certifications, and two years of experience in IT support.

Requirements:

Hard Skills: Strong working knowledge of Microsoft Operating Systems, Knowledge of Office productivity products

Credentials: High school diploma or equivalent, Computer training certification, Degree in computer technology field (preferred)

Experience: Two plus years of experience and/or training; or equivalent combination of education and experience.

Job Description:

Help Desk - 100% Remote opportunity

East Coast Candidates only

 

JOB DESCRIPTION

 

This position is responsible for providing first level support to end-users on hardware, software and network related problems, questions and use.  Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority and nature of problem.  Responsible for opening, escalating, tracking and closing trouble tickets while promoting end-user satisfaction.

 

Position Accountabilities

  • Respond to teammate support requests via telephone and email.
  • Diagnose and resolve information technology hardware and software issues.
  • Develop and maintain a professional level of proficiency within Information Technology.
  • Identify and escalate situations requiring urgent attention.
  • Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
  • Work with IT teammates to research and document problem resolutions.
  • Work independently to research and resolve technical issues.
  • Work with IT teammates in researching and writing technical documentation.
  • Maintain knowledge of IT roles and responsibilities.
  • Performs other related duties as assigned.
  • Assist with maintaining hardware / software inventory.

 

Organizational Relationship

This assignment reports to the Supervisor – Help Desk