IT Help Desk Coordinator Temporary
IT Help Desk Coordinator Temporary
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1 Vacancy
Job Description
** SEEKING FULLTIME TEMPORARY HELP DESK COORDINATORS **
TelaForce a Titan Technologies company is seeking fulltime temporary Help Desk Coordinators to provide Tier 1 Technical Support and Customer Service Support in support of our Call Center operations. In this exciting role you will support a variety of users and must demonstrate abilities required for excellent Help Desk support including impeccable customer service skills technical savviness and a strong aptitude for multitasking.
Candidates must be willing to work flexible hours that may include weekends 8:00 am4:30 pm CT) weekdays 6:00 am8:00 pm CT) or holidays (as needed). This is a temporary fulltime position. All candidates must have the ability to work remotely so you must have dependable highspeed internet a reliable computer (Windows PC or Mac OS only) with the latest updates and antivirus/antispyware software a headset with microphone that will connect to your computer and a quiet area free from distractions where you can take calls.
Duties & Responsibilities:
Under general supervision you will provide Technical Support and Customer Service support to an enduser community supporting all applications software and processes utilized by our clients. This includes but is not limited to hardware/software issues browser troubleshooting and navigation and answering customer program questions. You will provide support to identify customer needs clarify information research and provide solutions and/or alternatives to customer issues. All Help Desk Coordinators will address incidents and respond to users in accordance with agreedupon procedures and Service Levels. You will interface with multiple levels of users customers supervisors and management staff.
- Receive client queries from multiple customers via phone chat email or via webenabled access.
- Log incidents and service requests into the tickettracking system.
- Collect information regarding the incident or service request and document details of the issue/question and troubleshooting steps performed into the tickettracking system.
- Provide troubleshooting and resolution via phone email or remote connectivity tools(when applicable).
- Respond to inquiries provide excellent customer service and provide general information via phone chat or email regarding customer specific systems and criteria.
- Resolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary.
- Track the incident or service request activity to maximize timely completion.
- Followup with clients to ascertain job satisfaction verbally or through email.
- Train new Help Desk Coordinators when needed.
- Reference all provided work instructions or knowledgebase articles to troubleshoot client incidents or service requests and may create new articles/work instructions upon request.
- Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or management.
- Perform routine tasks and new assignments as assigned by the Contract Team Leads Call Center Supervisors or management.
- Adhere to all customer company and departmental policies.
Required:
- Proficient experience using Windows 7 8 10 and Microsoft Office products.
- Proficient experience using & configuring web browsers and managing browser plugins.
- Ability to pass employment background check and drugscreening.
- Ability to pass Level 2 background check.
Preferred:
- 1 year of prior Call Center/Help Desk experience
- 1 year of prior PC technical experience and/or training
- Ability to type 45 WPM(test yourself at typingtest)
Education:
- HS Diploma/GED or higher education preferred
Company Description:
Titan Technologies LLC and our wholly owned subsidiaries TelaForce LLC and Titan Facilities Inc. design build integrate and manage innovative solutions and software applications. Our remarkable people working collaboratively under a shared vision have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing Consider Titan Technologies for the next step in your career journey and be part of an impactful team!
Titan is proud to be a Service Disabled Veteran Owned Business.
Required Experience:
IC
Employment Type
Full-Time
