Job Description

100 % Contracted Hybrid on-site / remote position- We are seeking a Level 1 Help Desk Technician to provide hardware and software support, and end user training to our customers. The successful candidate will be on-site three days a week and remote two days a week, and will be responsible for resolving technical issues, providing training, and documenting all support activities

Please note this is a contracted T4A position. All candidates must be able to successfully pass a background check. Rates are dependent on experience and certifications.

***Applicants will need to complete a technical assessment within 48 hours if chosen to move forward in the interview process.***

IronOrbit is a technology company focused on bringing turnkey solutions to our hosted and managed clients. Our newest service offering, Workspaces , is rapidly growing and we currently have new openings for our support team. We currently have openings for day, afternoon, and evenings. We have flexible scheduling, great benefits, and will pay for your technical certifications.

We need well-established technically minded people who understand the importance of the customer experience. Experts that thrive working with the latest technologies. Business savvy professionals that understand the importance of building trust and maintaining relationships.

As a Service Desk Analyst, you are responsible for investigating the client\xe2\x80\x99s issues by analyzing the symptoms, finding the root cause, resolving level 1 issues, while maintaining client communications through the process. Having a friendly, professional attitude is a must! Work from home the role must be able to work independently with direction and guidance from your team leads and manager.

REQUIREMENTS:

• Respond to customer inquiries and provide technical assistance via phone, email, and in-person.
• Perform basic troubleshooting on hardware, software, and network issues.
• Install, configure, and maintain hardware and software.
• Provide basic training to customers on software and hardware usage.
• Document and track customer issues using ticketing system.
• Maintain accurate inventory of hardware and software assets.
• Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately
• Must have excellent verbal/written communication skills, as well as the ability to multi-task
• Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix
• Ability to meet individual KPI\'s such as a 15 minute average talk time, tickets closed, utilization, and first call resolution
• Other duties as assigned by management

• 2+ years experience in a structured IT Support environment (10+ team)
• 3+ years experience in Customer Service roles, can be outside of IT
• Associate\xe2\x80\x99s degree and 1+ CompTIA certifications a must
• Expert level knowledge of networking, computing, peripherals, business applications like Quickbooks, Office, SAGE, etc
• Experience with remote support tools and network diagnostic tools
• STRONG ability to multi task and thrive in a fast paced environment