Pomeroy is looking for a skilled IT Technician for a fully remote IT Help Desk role. Candidates must be willing to work M-F 8am-12pm Eastern. Candidates are required to have at least 1 year of Desktop or IT Help Desk support experience.
Requirements
- 1+ years of Desktop Support or IT Help Desk experience
- IT related experience is a must
- Strong soft skills when communicating with end-users
Essential Job Functions
- Provides technical support to users for basic computer related technical problems.
- Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue.
- Answers phones calls or chat requests and responds to basic customer questions and/or forwards call/chat to appropriate personnel.
- Records call/chat on account history record with results of the inquiry to include proper documentation; initiates required confirmation without direct supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.
- Processes calls/chats in a manner that ensures service level agreements (SLAs) are met or exceeded.
- Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
- Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.
- Interfaces with team members, management, and customers in reference to customer service issues.
Job Types: Full-time, Permanent
Pay: $16.00 per hour
Benefits:
- 401(k)
Experience level:
- 1 year
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
COVID-19 considerations:
Fully remote
Experience:
- IT Support: 1 year (Required)
Work Location: Remote
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