Help Desk Technician

Mammoth Tech; United States; Hybrid; USD 25,000 - 36,000; Full time

Job summary

Mammoth Tech is seeking a Help Desk Technician to be the first point of contact for technical assistance. You will diagnose issues remotely, guide customers through solutions, and document all interactions.

The role requires 2+ years in a help desk environment, a High School diploma, strong Windows/Thin Client knowledge, and excellent communication skills. Flexible shifts including 5PM–1AM EST are available, with potential for remote work until offices reopen.

Qualifications

• High School diploma or equivalent.
• 2+ years of experience in a help desk environment.
• Ability to communicate technical information to non-technical users.

Responsibilities

• Serve as first point of contact for technical assistance via phone or email.
• Perform remote troubleshooting and ask pertinent questions.
• Determine best solution based on issue details and guide customers through steps.
• Document events and resolutions in logs.
• Escalate unresolved issues to higher-level support as needed.
• Suggest improvements to procedures and pass feedback to internal teams.

Skills

Verbal communication

Written communication

Microsoft Office

Organization

Interpersonal skills

Explain technical concepts

Shift flexibility

Overtime availability

Windows OS

Thin Client environments

Education

High School diploma or equivalent

Tools

Windows

Thin Client environments

Job description

Mammoth Tech provides versatile and tech-savvy contact center and debt collections services for the world’s largest brands. Some of our clients have included a Top-10 Global Restaurant Company, and a Top-15 U.S. Healthcare System. We specialize in manybusinessprocess outsourcing efforts such as contact center work, IT as a Service, and debt collections.

We are a fast-paced,quickly growing company with a coast-to-coast presence,looking to expand multi-fold over the next few years. We currently have over 500 employees in 35 states. We maintain a network of subcontractor relationships that we routinely work with in another 8 locations.

POSITION SCOPE:

Mammoth Tech Help desk technician must have the good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.The goalis to create value for clientsthat will help preserve the company’s reputation and business.

DUTIES & RESPONSIBILITIES:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Other duties as assigned.

REQUIRED SKILLS/ABILITIES:

• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite or related software.
• Excellent organizational skills and attention to detail.
• Excellent interpersonal skills.
• Ability to explain technical information in understandable language to non-technical staff members.
• Flexibility to work a variety of shifts with minimal notice
• Available to work regular overtime
• Proficiency with Windows Operating system and Thin Client environments
• Detail-oriented to keep detailed notes on tickets
• Highly organized to keep Help desk tickets order
• Ability to diagnose and resolve basic computer technical issues
• Extremely motivated self-starter
• Strong desire to learn
• Ability to work as a Team member

QUALIFICATION/EDUCATION AND EXPERIENCES:

• High School diploma or equivalent
• 2+ years of experience working in a help desk environment

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able tolift upto 15 pounds at times.
• This position will be located in one of our offices and can be remote until the office reopens
• This position will be required to work 5PM - 1 AM EST and possibly a rotating on call schedule.

Mammoth Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,compensationand training.

Mammoth Tech is an ...

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.