Job Description

:

Overnight Help Desk Technician

Duties and Responsibilities include the following. Other duties may be assigned.

• This position is between the hours of 9 PM-5 AM 2-4 days per week.
• Provides customer support for resolution of operational issues as they arise during daytime, evening and overnight shifts.
• Team member of the call center assisting users with completing functions.
• Effectively troubleshoots Level 1 technical issues.
• Resolves or escalates problems to management as needed.
• Documents, tracks and monitors IT and communications problems to ensure a timely and complete resolution.
• Maintains a strong working knowledge of supported systems and workflow procedures and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
• Trains users in learning new company-provided applications and assists in problem solving for applications issues.
• Assists with setup of accounts for users.
• Provides support with documentation, write up instructions, and procedures.

Qualifications:

• To perform this job successfully, an individual must have:
• Strong customer service skills
• Positive proactive personality
• AbIiliy to perform basic troubleshooting

Education/Experience:

• High school degree, additional education is encouraged.
• Prior customer service or information technology experience.

Special Skills:

• Verbal communication skills
• Customer service oriented
• Team player

Work Environment:

• Work is performed remotely on a computer workstation.

Physical Requirements:

• Sitting
• Keyboarding
• Speaking
• Vision for Computer Use

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