United States onlyCompany Description
Zillion Technologies Inc. - (ZTI) is a global business consulting and technology solutions provider. Zillion delivers innovative business solutions that give clients a competitive edge.
Job Description
Help Desk - 100% Remote opportunity
East Coast Candidates only
JOB DESCRIPTION
This position is responsible for providing first level support to end-users on hardware, software and network related problems, questions and use. Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority and nature of problem. Responsible for opening, escalating, tracking and closing trouble tickets while promoting end-user satisfaction.
Position Accountabilities
- Respond to teammate support requests via telephone and email.
- Diagnose and resolve information technology hardware and software issues.
- Develop and maintain a professional level of proficiency within Information Technology.
- Identify and escalate situations requiring urgent attention.
- Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
- Work with IT teammates to research and document problem resolutions.
- Work independently to research and resolve technical issues.
- Work with IT teammates in researching and writing technical documentation.
- Maintain knowledge of IT roles and responsibilities.
- Performs other related duties as assigned.
- Assist with maintaining hardware / software inventory.
Organizational Relationship
This assignment reports to the Supervisor – Help Desk
Qualifications
Education & Experience:
High school diploma or equivalent and some computer training certification program
Degree in a computer technology field or related fields is preferred.
Two plus years of experience and/or training; or equivalent combination of education and experience.
Knowledge & Skills:
- Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.
- Attention to detail.
- Creative thinking and problem solving.
- Ability to capture and communicate the context of a situation.
- Ability to work both independently and as a team member.
- Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
- Must be able to recognize questions that go beyond the scope of services provided by Technology Services and make accurate referrals to other service providers as needed.
- Strong working knowledge of Microsoft Operating Systems and Office productivity products.
- Ability to work on multiple assignments with minimal supervision.
Additional Information
Thanks & Regards,
Praveen Kumar,
Sr. Recruiter
Zillion Technologies Inc
E-mail: praveen(at)zilliontechnologies(dot)com
