Helpdesk Agent

CLIENT:  Fortune 500 Company

LOCATION: Mason, OH 45040

START DATE: TBD

PAY RATE: $11-15/hr, commensurate with experience

KEYS TO SUCCESS:

- Strong education background (completed Associates/Bachelors in IT related field or other IT certifications) AND strong customer service background preferably in a call center environment.
- Preference for candidates with experience working with help desk/customer service utilizing ticketing systems.
- Also looking for candidates with stable work history.
- Must have experience with MS Office Products listed in Resume as part of their technical experience.
- Must be able to provide Advanced Network and Remote Connectivity Troubleshooting/Application support.

GENERAL JOB DESCRIPTION

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Agents have an expected resolution rate between 60% - 85%. Average expected time on task between 10 to 45 minutes. May be responsible for 2 to 3 accounts. Typically reports to a supervisor or manager.