Senior Help Desk Operator (Remote)

Capitol Bridge; Weston (TX); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Help Desk Operator to provide advanced technical support for a critical government project. This role combines technical expertise with leadership skills, ensuring efficient resolution of IT-related issues while mentoring junior team members. With a focus on customer service, you'll play a vital role in enhancing user experiences and maintaining the integrity of IT operations. Join a dynamic team where your contributions will help shape the future of service delivery in a secure environment.

Benefits

Health Insurance

Company-sponsored Life Insurance

401K Retirement plan

Vacation and Sick Leave

Employee Assistance Program

Paid Training

Paid Holidays

Qualifications

• 9 years of overall experience with 6 years in customer support roles.
• Strong technical expertise and leadership skills.

Responsibilities

• Manage call center issues and ensure timely resolution.
• Provide guidance and training to less experienced personnel.

Skills

Customer Support

Technical Support

Problem Solving

Multilingual Skills

Education

High School Diploma or equivalent

Job description

Capitol Bridge is currently seeking a dynamic and experienced individual to join our team as a Senior Help Desk Operator to support an important government project. As a leading organization, Capitol Bridge provides top-tier services while prioritizing security and compliance. A Senior Help Desk Operator plays a crucial role in providing advanced technical support and assistance to end-users within an organization. This position involves a combination of technical expertise, leadership skills, and excellent customer service to ensure efficient resolution of IT-related issues. The Senior Help Desk Operator not only resolves complex problems but also guides and mentors junior team members. This role requires a deep understanding of the organization's IT infrastructure, applications, and user needs. Join us in shaping the future of Capitol Bridge. This position is contingent upon the successful completion of security and background requirements.

Salary: $19.50 per hour

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

Benefits:

• Health Insurance - medical, dental, vision & pharmacy benefits (Employer contribution included)
• Company-sponsored Life Insurance
• 401K Retirement plan
• Vacation and Sick Leave
• Employee Assistance Program
• Paid Training
• Paid Holidays

Responsibilities:

• Manage call center issues to ensure timely resolution
• Recognize, research, isolate, resolve, and follow up on problems
• Provide guidance and training to less experienced personnel; offer second-tier support to end-users
• Simulate or recreate user problems to resolve operating difficulties beyond first-tier support
• Refer unresolved issues to management or IT technical staff for resolution
• Collaborate with network, software administrators, and application developers to restore services and identify core issues; recommend system modifications to reduce user problems

Minimum Qualifications:

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

Screenings:

Applicants will undergo background checks, credit checks, and drug screenings. Respond promptly to all requests to avoid disqualification.

Note: Our organization and client adhere to strict security regulations. The background screening process may delay onboarding by at least 60 days. We appreciate your understanding and commitment to maintaining a secure environment.

Reasonable Accommodation:

Applicants requiring alternative application or screening methods should contact the employer directly. Reasonable accommodations may be provided to enable individuals with disabilities to perform essential duties.

EEO Statement:

Capitol Bridge is an Equal Opportunity Employer. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, age, disability, sexual orientation, gender identity, or other protected statuses.