Information Technology Help Desk

Location: Hybrid in either Plano TX, 75024 or Portsmouth, NH 03801

Duration: 12-month contract

All shifts include 15 minute paid breaks and 1 unpaid 30 minute lunch.

Available shifts:

Training Requirements:

3-week training program that is instructor lead.

Training is mandatory and scheduled for 35 hours per week. 8:30am-4:00pm ET, Monday-Friday.

Upon completion of training and demonstrated proficiency within the role, assigned shifts may change based upon business needs.

Position Overview:

12-month contract (with the potential to extend up to 24 months)

Contract length is determined by business need as well as individual reliability and performance.

Position will be a hybrid model. Some in-office presence will be required for certain shifts.

2 flexible days in office, 3 days remote each week for certain shifts.

Off-hours shifts are 100% work remotely.

Days/hours are subject to change depending on business need.

Duties & Responsibilities:

• Act as a single point of contact via the telephone, email or web for resolution of technology-related issues
• Document customer requests in our incident tracking system
• Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
• Interact with customers and peers to diagnose and resolve problems
• Troubleshoot, analyze, resolve, track, **escalate** and accurately document various technical problems
• Support features, functionality, and usage of specific applications
• Provide Level 1 technical support of low to medium complexity
• Provide input and update to the technical knowledgebase as necessary
• Adhere to established policies and procedures. Make sound business decisions, under direction by following documented procedures
• Report problems with procedures and makes suggestions for improvements
• Perform related duties as assigned or requested

Role Requirements:

• Reliability & Flexibility are extremely important
• Strong written and verbal communication skills
• Good problem-solving skills and decision-making ability
• Technical aptitude with PC literacy
• Basic knowledge of Windows Operating Systems
• Strong enthusiasm and desire to learn
• Self-motivation and organization
• Ability to learn and apply technical information in a fast-paced, demanding work environment
• Ability to follow policies and procedures; attention to detail.