Help Desk Support Technician

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Trigyn's direct client in Maryland has a contract assignment for Help Desk Support Technician (REMOTE).

NOTE:

• Selected candidate will need to go to the office onsite for Fingerprinting/background check and after that Initial Training is held on-site for one to two weeks.
• Work hours will be determined during hire but will be 7.5 hours per day, between the hours of 7:00 AM and 4:15 PM.

• Communicates with all levels of customers
• Installs and configures applications and other supported software packages
• Performs basic troubleshooting and triage of computers via remote computer access and phone
• Resolves routine issues and problems related to hardware and software
• Creates tickets for all problems called into the Technology Helpdesk
• Quickly escalates issues and problems that are not resolvable as necessary
• Assists clients with resolving device related issues via telephone support
• Helps determine technical needs of supported systems
• Participates as team member on projects
• Records activities in the service desk software system
• Updates/Creates internal supported system documentation
• Communicate technical issues, risks, and approaches to clients
• Performs other duties as assigned.

• Possession of a high school diploma or an appropriate equivalent, plus at least one year+ of experience in an INBOUND CALL CENTER environment
• Two+ years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency.
• Experience with remote troubleshooting

• Possession of A+ (Remote Technician) and Network+ certification is preferred
• Knowledge of computer operations and support
• Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment
• Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components
• Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities
• Skill in establishing and maintaining effective working relationships
• Skill in effectively prioritizing assignments and tasks
• Skill in communicating clearly and effectively
• Ability to provide consistent quality customer service
• Ability to deescalate customers
• Ability to maintain confidential information.

• Seniority level
  
  Entry level

• Employment type
  
  Full-time

• Job function
  
  Information Technology
• Industries Software Development

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