Information Technology/Help Desk Support – Level 1

The position is responsible for providing first level telephone and email support to outside customers on hardware, software, and network related problems and questions using our company’s software. Responsible for answering customer inquiries, generating technical work order tickets, and working with staff to coordinate second and third level support and to ensure user problems are being addressed in accordance

• Provides hardware and software help desk support via telephone and through online channels.
  
• Responds to inquiries and requests for assistance from customers via telephone, email and automatic ticket system.
  
• Documents, tracks and monitors technical issues to ensure timely resolution.
  
• Provides installation, configuration, troubleshooting and support for our internal software applications, virus detection software, and browsers.
  
• Updates/modifies user profiles and accounts.
  
• Analyzes/troubleshoots second-tier desktop, application and network issues and forwards to appropriate team member.
  
• Creates help desk documentation, step-by-step instructions.
  
• Assists in maintaining internal and external websites.
  
• Assists in both consumer accounts and B2B clients.
  
• Develops processes to ensure robust implementation by customers

Responsibilities:

• Provide first level technical and application support for Pinogy Team Partners.
  
• The ability to effectively work with Team Partners to identify, diagnose and resolve level 1 problems for Pinogy IT software, hardware and network issues via telephone support recording through a Service Desk application.
  
• Troubleshoot external company customers’ network printers, desktops, laptops, and mobile device issues at level 1 support.
  
• User Security add, change and delete for all systems.
  
• Assist in creating materials for FAQs, and Service Desk Support Manual.
  
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Requirements:
Personal Skills:

• Ability to work in a team environment
  
• Strong focus on customer satisfaction
  
• Nice to have, but not necessary: Bilingual, specifically Spanish.
  
• Ability to multi-task and set priorities
  
• Ability to type 40 words per minute
  
• Able to instruct users effectively and resolve issues over the phone
  
• Able to sit for a prolonged period of time in front of a computer
  
• Takes initiative to identify potential trends and report on them
  
• Strong written and verbal communication skills
  
• Demonstrated knowledge of Office Suite
  
• Must have strong computer skills
  
• Must be able to work flexible hours and share shifts between 9am-9pm – 7 days per week.
  
• Shifts assigned to meet 40 hours.

Benefits

:
Health Insurance
Dental Insurance
Flextime