Help Desk Level 1
Augusta, GA Augusta, GA Full-time Full-time Up to $18 an hour Up to $18 an hour 1 hour ago 1 hour ago 1 hour ago 1.
User Support:
Provide first-level technical support to end-users via phone and email, assisting end user with hardware, software, and network-related issues.
2.
Issue Logging and Tracking:
Accurately log and track user-reported incidents and service requests in a ticketing system, ensuring that all relevant details are documented.
3.
Troubleshooting:
Conduct initial diagnosis and troubleshooting of technical issues to determine their nature and urgency, following predefined procedures and knowledge base resources.
4.
Account Management:
Assist users with password resets, account unlocks, and basic account management tasks, adhering to security protocols.
5.
Hardware and Software Support:
Help users set up and use computers, printers, and other devices.
Also, assist with installing, configuring, and fixing software, like operating systems and office programs.
6.
Remote Desktop Assistance:
Offer remote assistance and screen-sharing sessions to resolve user issues when possible, ensuring minimal disruption to their work.
7.
Escalation:
Escalate incidents and service requests to Level 2 support teams when issues exceed the Level 1 scope or require specialized expertise.
8.
Communication:
Communicate effectively with end-users and colleagues, providing status updates on the reported incident and service requests.
9.
Customer Satisfaction:
Strive to provide excellent customer service by resolving issues promptly, professionally, and courteously, aiming for high levels of user satisfaction.
10.
Adherence to SLAs:
Ensure that service level agreements (SLAs) are met or exceeded for incident resolution and service request fulfillment.
Job Type:
Full-time Pay:
Up to $18.
00 per hour Expected hours:
40 per week
Benefits:
401(k) Health insurance Experience level:
2 years Schedule:
8 hour shift Ability to commute/relocate:
Augusta, GA:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Help desk:
3 years (Required) Windows:
1 year (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
User Support:
Provide first-level technical support to end-users via phone and email, assisting end user with hardware, software, and network-related issues.
2.
Issue Logging and Tracking:
Accurately log and track user-reported incidents and service requests in a ticketing system, ensuring that all relevant details are documented.
3.
Troubleshooting:
Conduct initial diagnosis and troubleshooting of technical issues to determine their nature and urgency, following predefined procedures and knowledge base resources.
4.
Account Management:
Assist users with password resets, account unlocks, and basic account management tasks, adhering to security protocols.
5.
Hardware and Software Support:
Help users set up and use computers, printers, and other devices.
Also, assist with installing, configuring, and fixing software, like operating systems and office programs.
6.
Remote Desktop Assistance:
Offer remote assistance and screen-sharing sessions to resolve user issues when possible, ensuring minimal disruption to their work.
7.
Escalation:
Escalate incidents and service requests to Level 2 support teams when issues exceed the Level 1 scope or require specialized expertise.
8.
Communication:
Communicate effectively with end-users and colleagues, providing status updates on the reported incident and service requests.
9.
Customer Satisfaction:
Strive to provide excellent customer service by resolving issues promptly, professionally, and courteously, aiming for high levels of user satisfaction.
10.
Adherence to SLAs:
Ensure that service level agreements (SLAs) are met or exceeded for incident resolution and service request fulfillment.
Job Type:
Full-time Pay:
Up to $18.
00 per hour Expected hours:
40 per week
Benefits:
401(k) Health insurance Experience level:
2 years Schedule:
8 hour shift Ability to commute/relocate:
Augusta, GA:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Help desk:
3 years (Required) Windows:
1 year (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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