Technical Support Service Desk Agent

Job Description

Job Description

Overview

CTG is looking for a team of Technical Support Service Desk Agents to support an important client for a short period of time. Those interested can expect to answer a large number of incoming calls, assisting users with issues such as password resets, multifactor authentication, and application installations. This is a remote, work from home position with compensation of $25/hr.

The position will provide training on Friday November 8th from 9:30 - 6 pm EST. Then the position will move to it's normal hours 11 am - 8 pm EST for coverage on Wednesday November 13th-15th.

Responsibilities:

• Answer a high volume of incoming calls related to end user technical support IT issues and questions.
• Interact with customers via phone, email, and chat in a professional manner.
• Troubleshoot problems to provide a high level of user satisfaction.
• Respond to tickets and answer calls within a timely manner.
• Utilize a methodical approach to identify problems, investigate causes, and recommend innovative solutions to our multi-platform environment.
• Accurately document technical issues to facilitate diagnostics and prompt solutions.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Handle advanced technical issues such as call escalations and other issues that require a higher degree of knowledge to resolve.
• Ensure systems are configured properly.
• Act as a resource for more complex end-user issues.
• Track incidents and calls, including but not limited to entering data into the database timely and accurately.

Required Skills:

• Previous experience working from home required.
• 2-3 years previous IT work experience in Desktop Support or Level 1 IT Help Desk support required.
• Prior Enterprise support experience required, which includes experience with Active Directory, Multifactor Authentication (Duo or Microsoft), Citrix, and application installs.
• Exceptional written and verbal skills to relay problems to tier 2 support and management.
• The ability to self-monitor and self-motivate personal productivity and performance.
• User-centric, team-first mindset, time management, reliable and organized.
• Knowledge of Windows operating system; moderate ability in PC Repair/troubleshooting.
• Excellent interpersonal skills—able to communicate effectively with employees and leaders.
• High degree of patience with people and processes.
• Ability to prioritize and multitask to accomplish objectives in an organized fashion.
• Work hard & smart—never satisfied with the status quo; possess high expectations of what can be accomplished by self AND team.

The expected base salary for this position is $25.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.