IT – Help Desk Support: I (Junior)

Location: Remote / Hybrid

Job Type: Contract

Job Description:  Candidates would start training on a Mon-Fri 8am-5pm schedule (4-6 weeks) but once training has concluded they need to have flexibility to work any shift based on business need and other staffing changes. We go to great lengths to keep employees on a more permanent shift, and limit changes to their schedule, but reserve the right to make adjustments as needed (applies to both FTE and contracted employees). Core support hours for the Service Desk are 6am-1am Monday-Saturday and 8am-10pm on Sunday. We have a staggered support model so shifts will vary anywhere across those core hours but will likely include a Sunday-Thursday or Tuesday-Saturday work week. We have several remote and hybrid working models based on the days and hours of your shift. Employees who start their shift before 11am are required to work in office Tues, Wed, and Thursday but can be remote all other days. Employees who start their shift 11am or after are fully remote. Local candidates only due to onsite training and support requirements.

Education/Experience:  Associate degree strongly recommended but candidates with significant experience in tech support (examples below) would be considered. • Desktop/Client Support (Windows desktop/laptop, MacBook, server, imaging services, etc…) • Retail Support (registers, pinpads, handheld PDT devices, etc…) • Basic User and Application Support (password resets (active directory), multi-factor authentication, vpn connectivity, etc..) • Strong Customer Service Skills (exemplary written and verbal communication, able to de-escalate situations, and remain calm and professional in pressure situations). Candidates should have outgoing personalities with the ability to communicate professionally to our customers. Requires experience using incident ticketing systems and documenting technical issues/troubleshooting steps. Must possess broad knowledge and proficiency with popular operating systems, application software, desktop and laptop computers, printers and networks.