IT Help Desk Specialist - Part Time

Questeq Inc; Pittsburgh (Allegheny County); Remote; USD 22,000 - 30,000; Part time

Job summary

Questeq Inc. is seeking a Help Desk Specialist to be the first point of contact for administration, staff, and faculty across area school districts seeking technical assistance.

This mostly remote role requires handling desktop and network issues via phone and email, logging requests in the system, and following standard procedures. You will collect caller information, identify problem locations, document case details, and provide troubleshooting under client SLAs.

Qualifications

• Experience in help desk or customer support is a plus.
• Strong problem solving and communication skills.
• Familiarity with basic operating systems and common software.
• Ability to work remotely and manage tickets efficiently.

Responsibilities

• Respond to callers and email inquiries with professional customer service.
• Collect caller information and document exact problem location.
• Provide troubleshooting within client guidelines and log issues in the ticketing system.
• Direct calls to Level II staff when needed and maintain ticket updates.
• Stock printer supplies and keep the help desk area organized.
• Attend training sessions and stay updated on technology changes.

Job description

Who we are:We are Questeq and we stand for quality. Our technology teams possess the tools to make a real impact. Working with schools is our niche, making positive cultural changes towards digital transformation is our mission. We bridge the gap between technology and curriculum, which drives innovation in the classroom. Imagine what a school can accomplish where every student has the latest technology and is provided the means for total utilization. That is Questeq.What you will be doing:As a Help Desk Specialist - (Questeq Frontline Staff) you will be the first point of contact for administration, staff and faculty from area school districts and intermediate units who are seeking technical assistance for a variety of desktop and network issues. The Help Desk Specialist serves as members of the Questeq Frontline by providing technical support over the phone and email, fulfilling required objectives outlined below:Primary responsibility is user support and customer service. This position requires being available to users requiring assistance.Respond to questions from callers and attend to the following objectives:Collect caller informationIdentify the exact problem locationDocument all case detailsProvide trouble-shooting within the guidelines of client SLALearn fundamental operations of commonly used software, hardware, and other equipmentFollow standard Help Desk operating procedures; accurately log incoming requests using the web based systemAccept general responsibility for the call center and ensure that it is ready for use; stock paper and toner in printers, restart frozen computers, keep area neat and organized, etc.Attend all Help Desk training sessionsBecome familiar with available help resources; stay updated on general technology changes or specific district problemsBecome familiar with Questeq policies, services, and staffDirect calls to appropriate management and Level II staff as necessaryMaintain reasonable discipline and decorum in the Help Desk areaOther duties as assigned by management or Questeq staffFriendly presence, helpful attitude, good interpersonal skills, and ability to work well with othersAbility to provide technical assistance and support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desiredGood problem solving skills; ability to visualize a problem/situation and think abstractly to solve itAbility to handle constantly changing flow of traffic; remain productive during slow times, be able to multi-task effectively during busy times, exercise patience and professionalism during stressful situationsWorking knowledge of common operating systems and software applicationsAdequate familiarity with equipment found in call center facility and surrounding areaWork a minimum of 10 hours per week; maximum of 30 hours per weekThis is mostly a remote position - work from home.