IT Help Desk Agent # 26-22688

US Tech Solutions; Portsmouth (NH); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid work model

Flexible shifts

Job summary

US Tech Solutions is seeking a technically adept service desk professional for a 12-month contract with potential extension. The position requires a hybrid work model, with in-office presence two days per week and three remote days.

The role serves as the first point of contact for technology issues, documenting requests and providing Level 1 support across Windows OS, hardware and software. Training will be provided, and shifts follow EST hours.

Qualifications

• Reliability and flexibility are essential.
• Strong customer service skills and effective listening.
• Clear written and verbal communication, and problem-solving ability.
• Technical aptitude with PC literacy and basic Windows knowledge.
• Self-motivated, organized, and able to follow documented procedures.

Responsibilities

• Act as a single point of contact via telephone, email or web for resolution of tech issues.
• Document customer requests in incident tracking system.
• Support network connectivity, OS, hardware and software, and internal applications.
• Diagnose and resolve problems with customers and peers.
• Troubleshoot and document problems; update knowledge base as needed.

Skills

Reliability

Customer service

Active listening

Communication

Problem solving

PC literacy

Windows basics

Learnability

Self-motivation

Policy compliance

Job description

• 12-month contract (with the potential to extend up to 24 months)
• Contract length is determined by business need as well as individual reliability and performance.
• Position will be a hybrid model. Some in-office presence will be required.
• 2 flexible days in office, 3 days remote each week.
• Days/hours per week may vary and subject to change depending on business need

Duration: 12 months

Position Overview

• 12-month contract (with the potential to extend up to 24 months)
• Contract length is determined by business need as well as individual reliability and performance.
• Position will be a hybrid model. Some in-office presence will be required.
• 2 flexible days in office, 3 days remote each week.
• Days/hours per week may vary and subject to change depending on business need

Role Responsibilities

• Act as a single point of contact via the telephone, email or web for resolution of technology-related issues
• Document of 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, elevate 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.

Role Requirements

• 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.

Training Requirements

• 3-week training program that is instructor lead.
• 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 upon business needs.

Shift Timing

• All shifts include 15 minute paid breaks and 1 unpaid 30 minute lunch.
• Available shifts: All shifts are in EST
• 6:00 AM - 2:00 PM - Working Days: Sunday, Monday, Tuesday, Wednesday, Thursday, Days Off: Friday, Saturday
• 8:00 PM - 4:00 AM - Working Days: Thursday, Friday, Saturday, Sunday, Monday, Days Off: Tuesday, Wednesday
• 1:00 PM - 9:00 PM - Working Days: Saturday, Sunday, Monday, Tuesday, Wednesday, Days Off: Thursday, Friday
• 12:00 PM - 8:00 PM - Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday
• 10:00 AM - 6:00 PM - Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday
• 11:00 AM - 7:00 PM - Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday
• 9:00 AM - 5:00 PM - Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday

Note

• We will be using Hireflix for 1st round interviews as a virtual interview, then those we'd like to continue the process with we'll conduct 2nd interviews live. Either over TEAMS or In-PersonInterview Process:

About US Tech Solutions

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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