WFH LEVEL 2 HELPDESK AGENT

This is a Graveyard shift 8AM-5PM CST
FULL TIME
SAT SUN OFF

PLEASE DO NOT APPLY IF YOU CANNOT WORK GRAVEYARD SHIFT

As a Helpdesk Agent, you will be responsible for providing technical support and assistance to end-users, resolving issues, and ensuring a seamless IT experience. The ideal candidate will have excellent communication skills, a strong technical aptitude, and a passion for delivering exceptional customer service.

Key Responsibilities:

Customer Support:
Respond to and resolve customer inquiries, technical issues, and service requests via phone, email, or chat in a timely and professional manner.
Provide clear and concise instructions to end-users to assist with problem resolution.
Ensure customer satisfaction by addressing concerns, troubleshooting problems, and escalating issues when necessary.

Technical Troubleshooting:
Diagnose and resolve hardware and software issues for end-users, including but not limited to desktops, laptops, printers, and mobile devices.
Collaborate with other IT teams to identify and implement solutions for recurring problems.

Documentation and Knowledge Base:
Document all interactions and resolutions accurately in the ticketing system.
Contribute to the development and maintenance of the knowledge base to facilitate efficient problem resolution.

User Training:
Assist in user training and education on common technical issues and best practices.
Create and update user guides and documentation as needed.

Remote Support:
Provide remote assistance to users, guiding them through troubleshooting steps and resolving issues without on-site presence.

Escalation:
Escalate unresolved issues to appropriate teams or personnel while maintaining communication with end-users.

Qualifications:

Proven experience as a Helpdesk Agent or in a similar customer support role.
Strong understanding of hardware, software, and networking concepts.
Excellent communication and interpersonal skills.
Patience and ability to empathize with end-users.
Ability to work independently and collaboratively in a fast-paced environment.
Technical certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.