Associate Help Desk

Position: Associate I Help Desk
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* Job Title:

** Associate I Help Desk

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* Location:

** Birmingham, AL

** Job Type:
** Hourly Consultant

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* Hours:

** 8 am to 5 pm M-F

** Pay:**  $20/hr

This position will require some driving using a client vehicle. Must have a valid driver's license and no more than one moving violation in the past three years.

Able to work with a team and individual. Able to lift 50 lbs and walk and stand for long period of time.

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* Essential Functions:

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* + Provide first-level remote IT support services and assist in the delivery of higher-level technical support to customers.

+ Accurately log and document all customer interactions and support requests in the help desk ticketing system.

+ Follow established triage procedures to troubleshoot, resolve, or escalate issues within defined Service Level Agreement (SLA) guidelines.

+ Utilize remote desktop tools to diagnose and resolve end-user PC and software-related issues.

+ Resolve standard, documented technical problems with minimal supervision.

+ Take ownership of customer issues from initial contact through resolution, ensuring a positive support experience.

+ Maintain a working knowledge of customer support processes, including call handling procedures, software applications, operating system environments, and asset tracking.

+ Identify customer training opportunities related to standard and non-standard products.

+ Participate in technical discussions with team members and contribute to problem-solving and decision-making efforts.

+ Maintain accurate documentation of troubleshooting steps and issue resolutions.

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* Skills:

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* + Strong customer service and interpersonal communication skills.

+ Proficiency with help desk ticketing systems, Microsoft Windows operating systems, Microsoft Office applications, antivirus software, and communication technologies.

+ Basic hardware and software troubleshooting skills.

+ Strong analytical, problem-solving, and critical-thinking abilities.

+ Ability to work independently with minimal supervision.

+ Familiarity with web-based support tools and help desk applications such as Pro Acta and other ticket tracking systems.

+ Strong organizational skills with exceptional attention to detail.

+ Ability to work collaboratively in a team-oriented environment.

+ Willingness and ability to travel as required.

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* Experience:

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* + 0-5 years of experience in a technical customer support or IT help desk environment.

+ Call center or technical support experience is preferred.

+ Experience providing remote desktop support is a plus.

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* Education:

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* + High School Diploma or equivalent required.

+ Minimum of one entry-level IT certification required, such as CompTIA A+, Network+, or an OEM vendor certification.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

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* To Apply:

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* To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!

** About CTG*
* CTG, a Cegeka company, delivers IT and business solutions that enhance clients' digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years' experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts.

With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what's next-working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each…