IT Help Desk Specialist

Intratek Computer, Inc.; Charlotte (NC); Híbrido; USD 28.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Paid vacation

Paid holidays

Descripción de la vacante

Intratek Computer, Inc. seeks an IT Help Desk Specialist for remote IT support in Charlotte, NC. The role includes answering Tier 1 questions, documenting incidents in Cherwell and Ivanti Neurons ITSM, and supporting Office 365 across 21 departments.

Training will occur on-site for the first two weeks, followed by remote coverage. The company offers medical benefits, paid vacation, and paid holidays, with shift flexibility to ensure coverage and holiday availability.

Formación

• Good customer service skills: telephony, communication, active listening and care.
• Knowledge of Windows 10/11 operating systems.
• Working knowledge of Microsoft 365 apps (Excel, Word, PowerPoint, Outlook, Teams).

Responsabilidades

• Answer Tier 1 technical support questions in a call center environment.
• Record support incidents and resolutions in the ticketing system (Cherwell, later Ivanti Neurons ITSM).
• Provide technical support for Office 365 across multiple departments.

Conocimientos

Customer service skills

Windows 10/11

Microsoft Office 365

Herramientas

Cherwell

Ivanti Neurons ITSM

Descripción del empleo

Job description:

Intratek Computer, Inc., an Irvine, California based company, was founded and incorporated in 1989 as a computer service, support, and networking firm to provide state-of-the-art customized information technology solutions. From our many offices nationwide we have comprehensive experience providing IT support services, including hardware and software support, maintenance and repair, programming, networking, web design and development, and helpdesk implementation and management.
Intratek Computer, Inc. seeks an IT Help Desk Specialist for remote IT support in Charlotte, NC.

• IT Service Desk Specialist (phone support)
• remote
• Tuesday through Saturday, 11 pm to 7 am , 3rd shift, (11 pm to 7 am the next day)
• first 2 weeks of training will be on-site
• Shift Flexibility: Candidates must be willing to occasionally work other shifts to provide coverage, even if assigned to a regular daytime or overnight schedule.
• Holiday Availability: Candidates must be available to work holidays when coverage is needed.
• Charlotte, NC
• Pay rate depends on experience
• Medical benefits
• Paid vacation
• Paid holidays

Please note that training typically happens Monday-Friday 8am-5pm for the first 2 weeks.

ESSENTIAL FUNCTIONS:

• Answering Tier 1 technical support questions in a call center environment
• Accurately record support incidents and resolutions within ticketing system (currently Cherwell soon to be Ivanti Neurons ITSM)

ESSENTIAL DUTIES:

• Answering phones from end users across 21 departments providing technical support on department specific applications, in addition to Enterprise level support for Office 365

EXPERTISE WITH THE FOLLOWING TECHNOLOGIES (REQUIRED):

• Good customer service skills: (ie. telephony skills, communication skills, active listening and customer-care)
• Knowledge and understanding of Windows 10, 11
• Working knowledge of Microsoft Office 365: (Excel, Word, PowerPoint, Outlook, Teams)

DESIRED KNOWLEDGE/SKILLS:

• Service desk experience in a remote technical call center
• Self-discipline and ability to learn and adapt in an ever-changing environment
• Office 365 support

Equal Opportunity Employer

Intratek Computer Inc. is an equal opportunity employer. “All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.”

Veterans Preference

Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills.