We are seeking an IT Help Desk Technical Support Agent who can perform their duties passionately and enthusiastically.
CompuCom is now part of the Office Depot family of companies. Join a growing global company with a relaxed culture that values your skills, focuses on your career growth, and supports work-life balance. Our benefits package includes a competitive salary, generous time off policy, and full benefits, including 401k with matching rewards. While working from home, this role reports to and works with our offices in Louisville, KY, and Ft. Mill, SC.
Our IT Help Desk/Service Desk Technical Support Agents spend all day on the phone coordinating, diagnosing, and troubleshooting inbound employee calls for various clients and industries. They handle support service requests as the first point of contact and representative. These are support requests for technical/IT issues related to desktop and laptop application software or network services from local staff or staff using remote network access.
Responsibilities for IT Help Desk Technical Support Agent:
As an IT Help Desk Technical Support Agent, you have to fulfill the following duties:
- Diagnoses and resolves end-user desktop application issues and provides appropriate solutions
- Ensures timely resolution of problems or escalations on behalf of the customer and ensures customer satisfaction
- Maintains case status and provides updates to management and end users following service-level agreements
- Establishes and implements standard operating procedures and customer service guidelines for remote IT support.
- Provide support for computers, laptops, printers, mobile phones, tablets, etc.
- Support end users using applications such as Microsoft Office, VPN, Citrix, and MDM (Mobile Device Management)
- Performs account administration and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions and performs password resets).
- Interacts with customers at all levels of technical and non-technical skills
- Adhere to all standard operating procedures (SOPs) through the effective use of Knowledge management
Required Qualification
- Related work experience, preferably in a customer service-oriented environment, IT Service Desk/Call Center experience, a bonus
- Focus on delivering exceptional customer service with passion and understanding of operations and processes
- Able to communicate effectively in written and verbal English with management, team members, and customers
- Ability to type during the conversation, at least 30 WPM
- Knowledge of Windows operating systems and basic network configuration is an advantage.
- Working knowledge of Microsoft Office suite, including MS Outlook, preferred
- Active Directory and Exchange experience is a bonus but not required.
- Solid analytical/cognitive skills to solve complex and technical problems.
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
- Establishes and implements standard operating procedures and customer service guidelines for remote IT support
Equal employment opportunities:
We are committed to providing equal employment opportunities to all of our employees. All qualified applicants will receive compensation for employment regardless of race, color, religion, sex, national origin, citizenship, marital status, age, disability, protected veteran status, sexual orientation, or any other characteristic protected by law.
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