Associate Tech Support Agent

247Hire; Houston (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

247Hire seeks a customer-focused IT helpdesk professional to act as the primary contact for resolving technology-related issues. You will document requests, support desktop and network-related problems, and contribute to the knowledgebase.

The role requires reliability, strong communication, and the ability to learn quickly in a fast-paced environment. You will interface with customers and peers to diagnose and resolve issues and follow established procedures.

Qualifications

• Excellent customer service and communication skills.
• Reliable, flexible and organized.

Responsibilities

• Serve as a single point of contact via phone, email, or web for issue resolution.
• Document customer requests in incident tracking system.
• Support network, email, OS, hardware, software, and internal apps.
• Diagnose and resolve problems in collaboration with customers.
• Troubleshoot, analyze, and document technical issues.
• Provide Level 1 support for low to medium complexity.
• Update and contribute to technical knowledgebase.
• Follow established policies and procedures and make sound decisions.
• Report issues and suggest procedural improvements.
• Perform related duties as assigned.

Skills

Reliability

Customer service

Active listening

Communication

Problem solving

Technical aptitude

Windows OS

Enthusiasm to learn

Self-motivation

Fast-paced adaptability

Policy adherence

Job description

Responsibilities :

• Act as a single point of contact via the telephone, email or web for resolution of technology-related issues
• Document customer requests in our incident tracking system
• Support network and e-mail 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, eliminate 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 update to the technical knowledgebase as necessary
• Adhere to established policies and procedures. Make sound business decisions, under direction by following documented procedures
• Report problems with procedures and makes suggestions for improvements
• Perform related duties as assigned or requested

Required Skills:

• Reliability & Flexibility are extremely important
• Strong customer service skills
• Effective listening skills
• Strong written and verbal communication skills
• Good problem-solving skills and decision‑making ability
• Technical aptitude with PC literacy
• Basic knowledge of Windows Operating Systems
• Strong enthusiasm and desire to learn
• Self‑motivation and organization
• Ability to learn and apply technical information in a fast‑paced, demanding work environment
• Ability to follow policies and procedures; attention to detail.

Required Skills:

• Reliability & Flexibility are extremely important
• Strong customer service skills
• Effective listening skills
• Strong written and verbal communication skills
• Good problem-solving skills and decision‑making ability
• Technical aptitude with PC literacy
• Basic knowledge of Windows Operating Systems
• Strong enthusiasm and desire to learn
• Self‑motivation and organization
• Ability to learn and apply technical information in a fast‑paced, demanding work environment
• Ability to follow policies and procedures; attention to detail.