Help Desk Agent – Remote (Full Time) 8AM - 5PM PST

The Help Desk Agent (Full Time, Remote) is an entry level position responsible for providing technical support for multiple clients, each including (but not limited to):

• New Hire Onboarding / Employee Offboarding
• Setup and support of both Windows and MacOS devices
• Setup and support of preferred tools and applications
• Configuration and support of required IT security tools and applications

At the Solutions Center we are committed to providing excellent customer service and exceeding expectations for turnaround times.

• Remote; US Based Only.
• Hours: 40 per week, Monday through Friday 8AM - 5PM Pacific Standard Time (11AM- 7PM CST).
• Hourly Rate: $18-20/hr
• Contract: 1099/Corp-2-Corp
• Duration: 12 months (with potential for extension)

Responsibilities

• Serve as the first point of contact for users seeking technical assistance.
• Perform remote troubleshooting through knowledge base articles, diagnostic techniques and pertinent questions and determine the best solution based on the issue and details provided by users.
• Work with the management team to create or edit knowledge base articles to stay updated on product knowledge and be informed of any changes to the troubleshooting process or the company’s policies.
• Maintain a high level of professionalism while guiding users through the problem-solving process.
• Record events and problems and their resolution in logs. Follow-up and update ticket status and information.
• Direct unresolved issues to the next level of support personnel.
• Pass on any feedback or suggestions by customers to the appropriate internal team.

Qualifications

• Must be 18 years of age or older.
• High school diploma/GED required.
• Proficiency in English required.
• Tech savvy with working knowledge of computer systems, mobile devices, and other tech products, including remote control.
• Minimum of two years of related experience in basic computer skills, clerical work, call center environment, or customer service
• Ability to diagnose and resolve basic technical issues.
• Ability to remain professional and courteous with customers at all times.
• Excellent verbal and written communication skills.
• Stable Internet connection and quite secluded working space.
• Ability to be on time and reliable.

Benefit Conditions:

• Not eligible for contractors

Contract Renewal:

• Likely

COVID-19 Precaution(s):

• Remote interview process

Hours per week:

• 40 Hours

Typical start time:

• 8 AM PST (11 AM CST)

Typical end time:

• 5 PM PST (7 PM CST)

Job Types: Full-time, Contract

Pay: $20.00 - $22.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Application Question(s):

• Are you available to work a set schedule (40 hours per week) on Monday-Friday (8 AM - 5PM PST (11 AM to 7 PM CST)?
• Do you have experience with Azure AD, Mac OS or Windows OS, and basic device troubleshooting?

Education:

• High school or equivalent (Preferred)

Experience:

• Technical support: 3 years (Preferred)

Work Location: Remote