Remote Contract Service Desk Technician - NC

Job Overview

We are seeking a dedicated Service Desk Technician for a remote, one-year contract position with a competitive hourly rate of up to $30. The successful candidate will have the opportunity to work on a flexible schedule, either from Saturday to Tuesday or Wednesday to Saturday, ensuring seamless support within our 24/7/365 Service Desk environment.

Key Responsibilities

• Serve as the primary point of contact for incidents and service requests submitted by customers.
• Deliver expert technical support through various channels including phone, email, chat, and ticketing systems.
• Conduct thorough research and analysis to troubleshoot and resolve hardware, software, operating system, and network-related issues.
• Document all interactions and solutions within an IT Service Management application in accordance with ITIL practices.
• Collaborate with the Service Desk management team to enhance support processes and customer interactions.
• Educate users on technical issues, translating complex information into accessible terms for non-technical customers.
  
  

Required Skills

• Exceptional customer service abilities and advanced technical knowledge.
• Strong proficiency in troubleshooting Microsoft Windows, Office Suite, O365, and various desktop hardware/software applications.
• Familiarity with ServiceNow is a plus.
• Excellent verbal and written communication skills, including proficiency in typing and grammar.
• Ability to organize and adhere to detailed technical procedures and documentations.
• Proven capability to analyze and address routine and complex problems effectively.
• Demonstrated sense of ownership, reliability, and urgency in all tasks.
  
  

Qualifications

• An associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or a related field from an accredited institution.
• A minimum of 2-4 years of relevant work experience, or an equivalent combination of education and experience.
• HDI Support Center Analyst, ITILv3 Foundation, or A+ certification is highly preferred.
  
  

Career Growth Opportunities

This position offers significant exposure to advanced technical challenges and the opportunity to develop skills in IT Service Management and ITIL methodologies. Employees will gain invaluable experience in a varied technology landscape, positioning themselves for future career advancement within the IT support sector.

Company Culture And Values

Our organization prides itself on a strong customer-centric focus, emphasizing teamwork, collaboration, and continuous improvement in service delivery. We are dedicated to fostering a work environment that values diversity and encourages professional growth.

Compensation And Benefits

• Competitive hourly wage of up to $30.
• Remote work flexibility.
• Opportunities for ongoing professional development through exposure to diverse support scenarios.
  
  

Employment Type: Contractor