[Remote] Information Technology Help Desk Support
Note: The job is a remote job and is open to candidates in USA. AppleOne Technical Staffing is seeking a Contact Center Tech Representative I for a Tier 1 IT Helpdesk position. This role involves providing basic technical support and troubleshooting for users experiencing issues with hardware, software, and student service inquiries.
Responsibilities
- Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS)
- Relying on resources as trained (knowledge base, websites, support channels)
- Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
- Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries
- Admissions: Support includes application, placement test, withdrawal inquiries
- Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries
- Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquires
- Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
- Following call flow as trained (designed to assist in asking all required and basic probing questions)
- Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation
- Prepares standard statistical reports, such as help desk incident reports
Skills
- Must be able to work any day of the week or weekends - Open Availability
- Candidates must have a Windows based Desktop or Laptop Computer to work from home for the 1st week – Mac based computers cannot be accepted
- Technically competent candidates will be trained to understand and use the designated ticketing system
- Handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support
- Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Relying on resources as trained (knowledge base, websites, support channels)
- Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
- Following call flow as trained (designed to assist in asking all required and basic probing questions)
- Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation
- Prepares standard statistical reports, such as help desk incident reports
Company Overview
- AppleOne Technical Staffing is the single point of contact for all your technical staffing and workforce management needs. It was founded in undefined, and is headquartered in , with a workforce of 1001-5000 employees. Its website is https://www.appleonetechnical.com/.
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