Help Desk Technician, Remote, Knoxville, TN
Help Desk Technician, Remote, Knoxville, TN
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Job Description
Answer Financial is seeking a reliable and experienced Level 1 Help Desk Technician to provide first-line support to Answer associates via phone email and chat. This role requires strong troubleshooting skills attention to detail and a proactive approach to resolving technical issues. The position is remote and requires a stable high-speed internet connection.
Answer Financial is an Allstate company with 25 years in the industry and one of the nations largest and longest running personal lines insurance agencies. We are 100% remote - work from home company.
Requirements include your ability to work the following shift and you must be located in the Knoxville TN area: Tuesday Friday 11:00 AM 8:00 PM ET and Saturday 10:00 AM 7:00 PM ET. Shift schedule may change based on business needs.
Key Responsibilities:
- Provide Level 1 support for IT products and services including desktops laptops printers software in-house applications and basic network issues.
- Respond to and troubleshoot support requests via phone email and chat.
- Determine the most effective resolution to client issues; escalate complex or high-priority issues to appropriate support groups.
- Accurately document customer interactions issues and resolutions in the Help Desk ticketing system.
- Follow up with users to ensure their issues have been resolved effectively.
- Assist users with understanding system functionality company policy and proper tool usage.
- Stay current with technology trends and industry best practices.
- Participate in Help Desk-related projects and respond to calls from the Help Desk queue.
- Collaborate with other team members to resolve technical issues.
Skills and Qualifications:
- Proven experience in a Level 1 Help Desk or similar technical support role.
- Solid troubleshooting and problem-solving skills.
- Excellent communication skills both verbal and written.
- Strong customer service mindset with the ability to explain technical concepts clearly.
- Ability to work independently in a remote environment.
- Ability to lift up to 50 lbs
- 12 years of direct Help Desk or technical support experience.
- 12 years of experience using Help Desk ticketing systems and escalating issues.
- 12 years of hands-on experience with desktop hardware and peripherals.
- 12 years working with DNS DHCP and TCP/IP networking.
- Strong troubleshooting skills across virtual desktops Windows applications and web browsers.
- Ability to work effectively in a fast-paced remote team environment.
- Solid communication documentation time management and organizational skills.
- Ability to learn and retain information about new and evolving technologies.
- Strong work ethic and attention to detail.
- Reliable high-speed internet connection required.
Education/Certifications
- Associate degree in a computer related field desired.
- A Network Security and or MCP certification is desired.
Additional Requirements:
- Pass credit/criminal background checks.
The compensation range for this role has a base hourly rate of $21.00 to $25.75 and may vary based on internal equity job-related skills knowledge and experience; among other factors.
Answer provides you with comprehensive health and wellness benefits on day one. In addition we offer you a Company matched 401(k) plan generous paid time off tuition reimbursement internet stipend and much more! Visit our benefit site to learn more at Financial is a 100% remote-work from home company. At home work requires a dedicated home office space free of background noise and distractions and must meet the following technical requirements for employment: **High speed internet is required - you must have the ability to directly connect our equipment to your router via an ethernet cable. We cannot support Wireless hotspots satellite internet or other wireless only services.
Candidates must possess authorization to work in the United States as it is not our practice to sponsor individuals for work visas.
Answer Financial is an equal opportunity employer.
Required Experience:
IC
Employment Type
Full Time
