IT Help Desk Agent

Summary:

• Location: Portsmouth, NH or Plano, TX
• Duration: 12-month contract (with the potential to extend up to 24 months)
• Work Mode: Hybrid/2 days onsite

Responsibilities:

• Act as a single point of contact via telephone, email, or web for resolution of technology-related issues.
• Document customer requests in call tracking system.
• Support network and email connectivity, computer operating systems, hardware and software, internally developed applications, mainframe, and midrange operations.
• Interact with customers and peers to diagnose and resolve problems.
• Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems.
• Support features, functionality, and usage of specific applications.
• Provide Level 1 technical support of low to medium complexity.
• Provide input and updates to the technical knowledgebase as necessary.
• Adhere to established policies and procedures.

Training Requirements:

• 3-week training program that is instructor-led.
• Training is mandatory and scheduled for 35 hours per week, 8:30am-4:00pm ET, Monday-Friday.
• Upon completion of training and demonstrated proficiency within the role, assigned shifts may change based on business needs.
• Strong stable internet connection is required; plugging in via an Ethernet cable is mandatory, not a wireless connection.

Available Shifts:

• 12:00 AM - 8:30 AM, Working Days: Sunday, Monday, Tuesday, Wednesday, Thursday, Days Off: Friday, Saturday
• 4:00 PM - 12:30 AM, Working Days: Sunday, Monday, Tuesday, Wednesday, Thursday, Days Off: Friday, Saturday
• 4:00 PM - 12:30 AM, Working Days: Tuesday, Wednesday, Thursday, Friday, Saturday, Days Off: Sunday, Monday
• 12:00 AM - 8:30 AM, Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday
• 8:00 AM - 4:00 PM, Working Days: Monday, Tuesday, Wednesday, Saturday, Sunday, Days Off: Thursday, Friday
• 10:00 AM - 6:00 PM, Working Days: Monday, Tuesday, Wednesday, Thursday, Friday, Days Off: Saturday, Sunday