Help Desk Technician

Compunnel Inc.; Birmingham (AL); On-site; USD 40,000 - 55,000; Full time

Job summary

Compunnel, Inc. is seeking a remote IT Help Desk Specialist to provide first-level remote services and assist in delivering higher-level IT services to customers.

You will enter calls into the helpdesk system, use triage processes, and troubleshoot using remote desktop tools to resolve standard issues with minimal supervision. The role requires good customer service, familiarity with Windows OS, MS Office, antivirus software, and basic troubleshooting.

Qualifications

• Demonstrate good customer service skills.
• Proficiency with helpdesk tools, Microsoft operating systems, MS Office applications and anti-virus software.
• Basic hardware and software troubleshooting skills.
• Good problem-solving and critical-thinking skills.
• Ability to work with minimum supervision.
• Knowledge of all necessary web-based tools as it applies to the position (e.g., ProActa, help desk call tracking applications, etc.)
• Willingness to work as a team player.
• Good organizational skills and attention to detail.
• Ability to travel as required.

Responsibilities

• Provide first-level remote IT services or assist in the delivery of higher level services to our customers
• Properly enter all calls into the helpdesk system
• Use predefined triage processes to troubleshoot and resolve or escape to the appropriate resource within allowed Service Level Agreement parameters
• Use remote desktop applications to troubleshoot end user PC related problems
• Resolve standard documented problems with minimal assistance
• Take ownership for customer problem resolution
• Possess working knowledge of customer support business and technology processes: call handling processes, customer shrink wrap software applications, operating system environment, asset tracking, etc.
• Identify customer‑training issues on standard and non‑standard products
• Contribute to technical discussions with other team members and contribute to the decision‑making process

Skills

Customer service

Helpdesk tools

Windows OS

MS Office

Troubleshooting

Remote support

Education

High School Diploma

Entry-level IT certification (A+, N+, or OEM vendor)

Tools

ProActa

Help desk software

Job description

Job Summary

Provide first-level remote IT services or assist in the delivery of higher-level services to customers. Properly enter all calls into the helpdesk system. Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement parameters. Ability to use remote desktop applications to troubleshoot end user PC related problems. Ability to resolve standard documented problems with minimal assistance. Take ownership for customer problem resolution. Possesses working knowledge of customer support business and technology processes: call handling processes, customer shrink wrap software applications, operating system environment, asset tracking, etc. Identify customer-training issues on standard and non-standard products. Able to contribute to technical discussions with other team members and contribute to the decision making process.

Key Responsibilities

• Provide first-level remote IT services or assist in the delivery of higher level services to our customers
• Properly enter all calls into the helpdesk system
• Use predefined triage processes to troubleshoot and resolve or escape to the appropriate resource within allowed Service Level Agreement parameters
• Use remote desktop applications to troubleshoot end user PC related problems
• Resolve standard documented problems with minimal assistance
• Take ownership for customer problem resolution
• Possess working knowledge of customer support business and technology processes: call handling processes, customer shrink wrap software applications, operating system environment, asset tracking, etc.
• Identify customer‑training issues on standard and non‑standard products
• Contribute to technical discussions with other team members and contribute to the decision‑making process

Required Qualifications

• Demonstrate good customer service skills
• Proficiency with helpdesk tools, Microsoft operating systems, MS Office applications and anti‑virus software, communications technology devices
• Basic hardware and software troubleshooting skills
• Good problem‑solving and critical‑thinking skills
• Ability to work with minimum supervision
• Knowledge of all necessary web‑based tools as it applies to the position (e.g., ProActa, help desk call tracking applications, etc.)
• Willingness to work as a team player
• Good organizational skills and attention to detail
• Ability to travel as required

Preferred Qualifications

• Call center experience

Certifications

• Minimum: High School Diploma or equivalent
• No less than one entry‑level certification (A+, N+, or OEM vendor certification)