Senior Help Desk Operator (Remote)

Capitol Bridge; El Paso (TX); Remote; USD 10,000 - 60,000; Full time

Job summary

A forward-thinking company is seeking a Senior Help Desk Operator to provide advanced technical support for a government project. In this role, you will guide junior team members and ensure efficient resolution of IT issues. This position offers a unique opportunity to work in a collaborative environment while managing call center processes and resolving technical problems. The ideal candidate will have extensive experience in customer support and a strong understanding of IT infrastructure. Join this innovative firm and contribute to enhancing user experiences through effective problem-solving and teamwork.

Benefits

Health insurance (medical, dental, vision, pharmacy)

Company-sponsored life insurance

401K retirement plan

Vacation and sick leave

Employee Assistance Program

Paid training and holidays

Qualifications

• 9 years of overall experience with 6 years in customer support roles.
• Strong understanding of IT infrastructure and applications.

Responsibilities

• Manage call center problem resolution processes.
• Provide guidance and second-tier support to end-users.
• Collaborate with network and software administrators.

Skills

Technical Support

Customer Service

Problem Solving

Multilingual Skills

Education

High School Diploma or equivalent

Job description

Job Title: Senior Help Desk Operator

Capitol Bridge is seeking a Senior Help Desk Operator to support a government project. This role involves providing advanced technical support, guiding junior team members, and ensuring efficient resolution of IT issues. The position requires a strong understanding of IT infrastructure, applications, and user needs.

Salary and Hours

Salary: $19.50 per hour

Hours of Operation: 8am - 6pm EST, Monday - Friday

Benefits

• Health insurance (medical, dental, vision, pharmacy) with employer contribution
• Company-sponsored life insurance
• 401K retirement plan
• Vacation and sick leave
• Employee Assistance Program
• Paid training and holidays

Responsibilities

1. Manage call center problem resolution processes
2. Research, identify, and resolve technical issues, including follow-up
3. Provide guidance and second-tier support to end-users
4. Recreate user problems to diagnose issues
5. Escalate unresolved issues to management or IT specialists
6. Collaborate with network and software administrators to restore and improve systems

Minimum Qualifications

• High School Diploma or equivalent
• Nine (9) years of overall experience, with at least six (6) years in customer support roles
• Must be within commuting distance to El Paso, TX or Weston, FL
• Multilingual skills are a plus

Additional Information

Applicants will undergo background checks, credit checks, and drug screening. Due to security requirements, onboarding may be delayed up to 60 days. Reasonable accommodations are available upon request. Capitol Bridge is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace.