Associate Help Desk

Associate I Help Desk

Location:

Birmingham, AL

Job Type: Hourly Consultant

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 individually. Able to lift 50 lbs and walk and stand for long periods of time.

• 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.

• 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.

• 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.

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

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