IT Help Desk Agent

Axelon

Portsmouth, NH

Summary:

Location: Portsmouth, NH or Plano, TX
Duration: 12-month contract (with the potential to extend up to 24 months)
Work Mode: Hybrid/2 days onsite

Responsibilities:

Act as a single point of contact via telephone, email, or web for resolution of technology-related issues.
Document customer requests in call tracking system.
Support network and email connectivity, computer operating systems, hardware and software, internally developed applications, mainframe, and midrange operations.
Interact with customers and peers to diagnose and resolve problems.
Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems.
Support features, functionality, and usage of specific applications.
Provide Level 1 technical support of low to medium complexity.
Provide input and updates to the technical knowledgebase as necessary.
Adhere to established policies and procedures.

Training Requirements:

3-week training program that is instructor-led.
Training is mandatory and scheduled for 35 hours per week, 8:30am-4:00pm ET, Monday-Friday.
Upon completion of training and demonstrated proficiency within the role, assigned shifts may change based on business needs.
Strong stable internet connection is required; plugging in via an Ethernet cable is mandatory, not a wireless connection.

Available Shifts:

12:00 AM - 8:30 AM, Working Days: Sunday, Monday, Tuesday, Wednesday, Thursday, Days Off: Friday, Saturday
4:00 PM - 12:30 AM, Working Days: Sunday, Monday, Tuesday, Wednesday, Thursday, Days Off: Friday, Saturday
4:00 PM - 12:30 AM, Working Days: Tuesday, Wednesday, Thursday, Friday, Saturday, Days Off: Sunday, Monday
12:00 AM - 8:30 AM, Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday
8:00 AM - 4:00 PM, Working Days: Monday, Tuesday, Wednesday, Saturday, Sunday, Days Off: Thursday, Friday
10:00 AM - 6:00 PM, Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday

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Vacancy posted 1 day ago

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