A client in Phoenix is looking for a fully remote Help Desk candidate. The job responsibilities include but are not limited; providing tiered support for call in, email or chat generated incidents. They will be managing the incidents using the incident management, knowledge base, and request fulfillment processes. Then maintaining all entered activity data for timeliness, accuracy, relevancy, escalation, and status. The candidate will intake tickets and be the first remote support person, they will handle calls from the entire organization which includes all the stores, the distribution centers and end users. We are looking for some one to maneuver any IT related issue at its quickest convenience while multitasking. The problems include diagnosing and resolving incidents remotely with functions such as software patching, installing, uninstalling, upgrading, downgrading and hardware repairs, replace, upgrade, install, uninstall. Overall, they are looking for a candidate to grow within the organization and join the team of 19 service desk employees.
Potential shifts:
*Shifts TO BE DETERMINED - DAYS: Tuesday - Sunday
TIMES: 11-730pm AZ or 1230-9pm AZ
*All PST time zone - NO FLEX
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* 5+ years of experience in a Help Desk role working remotely servicing internal and external users
-Experience with POS register troubleshooting, mobile device / zebra troubleshooting and handheld devices for retail stores
- Need experience with zebra troubleshooting
* 6 + months of experience supporting PC software, hardware and peripherals in an office environment as a Service Desk or Help Desk technician
* Experience working on Microsoft Teams along with other Microsoft Suite tools
* Experience using Cisco Jabber for phone calls
* Experience working with a large enterprise servicing internal employees
* Ticketing system experience (+ ServiceNow)
* Must have excellent communication and excellent customer service and phone etiquette, professionalism is the most important skill!
* Recent experience working remote in a Help Desk setting
* Strong customer service orientation
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.