Help Desk Associate

Job Title:

Associate I Help Desk Location:

Birmingham, AL Job Type:

Hourly Consultant-Ongoing Contract Hours:

Monday to Friday 8 am to 5 pm

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.

Essential Functions:

Provide first-level remote IT services or assist in the delivery of higher-level services to customers. Properly enter all calls into the helpdesk system. Use predefined triage processes to troubleshoot, resolve, or escalate issues to the appropriate resource within Service Level Agreement (SLA) parameters. Utilize remote desktop applications to troubleshoot end-user PC-related problems. Resolve standard documented problems with minimal assistance. Take ownership of customer problem resolution. Apply working knowledge of customer support business and technology processes, including call handling, customer shrink-wrap software applications, operating systems, and asset tracking. Identify customer training needs on both standard and non-standard products. Contribute to technical discussions with other team members and support the decision-making process.

Skills:

Strong customer service skills with a professional demeanor. Proficiency with Help Desk tools, Microsoft operating systems, MS Office applications, anti-virus software, and communications technology devices. Basic hardware and software troubleshooting skills. Strong problem-solving and critical-thinking abilities. Ability to work independently with minimal supervision. Familiarity with web-based tools such as ProActa and help desk call tracking applications. Effective organizational skills and attention to detail. Team player with a willingness to collaborate. Ability to travel as required.

Experience:

1-5 years in a technical customer service or support environment. Call Center experience preferred. Able to connect PC, Visual Audios, laptops, Mac Books to the network

Education:

Minimum:

High School Diploma or equivalent. At least one entry-level certification required (A+, N+, or 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.

Pay:

$20.00 per hour

Benefits:

401(k)

Education:

High school or equivalent (Required)

Experience:

Networking:

1 year (Required)

IT Help Desk:

1 year (Required)

License/Certification:

Driver's license (Required)

Work Location:

In person