Remote Service Desk Technician - 1 Year Contract, NC

Job Overview

We are seeking a dedicated Service Desk Technician to join our dynamic team in a fully remote capacity. This pivotal role offers two schedule options, either Saturday to Tuesday or Wednesday to Saturday, ensuring a comprehensive 40-hour work week. As part of the Department of Information Technology’s (DIT) Service Desk, you will serve as the primary contact for customer-submitted incidents and service requests, playing a crucial role in delivering technical support across a variety of information technology systems.

Key Responsibilities

• Provide advanced technical support via phone, email, chat, and ticketing systems.
• Research, analyze, and troubleshoot issues while documenting routine and non-routine problems.
• Collaborate with the Service Desk management team to escalate complex issues as necessary.
• Maintain a high standard of customer service, promoting a positive experience for all users.
• Engage proactively with customers to educate them on resolving their technical inquiries and issues.
  
  

Required Skills

• Exceptional customer service abilities alongside advanced technical knowledge to handle both routine and complex tasks effectively.
• Strong proficiency in computer literacy and understanding of service desk operations.
• Effective communication skills, both verbal and written, with a focus on clarity and professionalism.
• Advanced troubleshooting capabilities in Microsoft Windows, Office Suite, O365, desktop hardware/software, networking, and various applications.
• Ability to organize and follow intricate technical procedures while analyzing and resolving routine problems based on available resources.
  
  

Qualifications

• An associate degree in computer information technology, networking technology, or a related field from an accredited institution, complemented by 2-4 years of relevant work experience.
• Experience with ServiceNow is preferred, alongside certifications such as HDI Support Center Analyst and ITILv3 Foundation.
• A proven track record of reliability, ownership, and the ability to work independently and collaboratively.
  
  

Career Growth Opportunities

This position offers unique opportunities for professional growth through exposure to advanced troubleshooting and service desk operations, with potential pathways for certifications to enhance your skills further.

Company Culture And Values

Our work environment emphasizes collaboration, customer service excellence, and a commitment to diversity. We strive to foster a culture where every employee can contribute to a positive customer experience and grow in their career.

Compensation And Benefits

• W-2 rate up to $30/hour
• Opportunities for ongoing training and development
• Fully remote work options
  
  

Join us in making a meaningful impact on the IT landscape while enhancing your professional network and career trajectory.

Employment Type: Contractor