Job: Help Desk Representatives

Title Help Desk Representatives
Categories Technical
Salary $15 per hour
Location Baltimore City
Job Information

Help Desk Representatives needed for our education client in Baltimore City.   Representatives will provide Tier 1 support and generate trouble tickets in a Remedy systems.   Work schedule is full time hours day shift.

Essential Duties:

  • Meet all Service Level Agreements (SLA) required by customer contract(s).
  • Answer calls and provide basic Tier 1 technical support, evaluate and generate trouble tickets in the Remedy system.
  • Provide end users experiencing problems with hardware, software, networking application and other technologies.
  • Interview user to collect information about problem and lead the customer through diagnostic procedures to determine source of error.
  • If the issue is of a routine or standard nature, ensure that internal documented procedures for configuration or resolution are followed.
  • Log and track calls using trouble ticket system, and maintain history records and related problem documentation.
  • High School Diploma.
  • At least 1 year of technical call center experience.
  • Good understanding of PC hardware and current supported Microsoft operating systems.
  • Ability to troubleshoot and resolve basic technical problems for users.
  • Excellent communication skills; written and oral.
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