IT Help Desk Agent - 877-13 (Part-Time)

Company Description

World IT Solutions, LLC is a full-service consulting firm that specializes in information technology and telecommunications. We provide professional IT and design consulting services as well as engineers and operations specialists to meet military, government, and corporate demands worldwide.

Why join the World IT Solutions Family? At WITS, we believe our people to be our best asset. This is distinctly reflective in our culture, work environment, and most importantly how we treat our employees.

WITS OFFERS:

Medical, Dental, and Vision Packages
Company-Paid Life/Accident Insurance
401(K) Match with Free Planning and Guidance from a Financial Advisor
Free Online Training
Certification Reimbursement to Help You Pursue your Educational Career Goals
Paid Time Off
Referral and Performance Bonuses
Business Casual Work Environment
And Much More!

Job Description

THIS IS A PART-TIME POSITION (20 hours/week)

Pay Rate: $15.00/hr

We are looking to hire a Part Time IT Help Desk Agent immediately. This is a great opportunity to join a rapidly expanding and successful team. We are looking for someone with a hands-on technical background who has effective communication skills. It’s your chance to work with the best in the industry in a solutions focused environment.

The successful candidate will:

Provides technical support to customers for a wide range of computer-related issues.
Actively listens to customer problems.
Analyzes problems and troubleshoots problems.
Recommends solutions to solve problems.
Follows-up with customer to ensure problem has been resolved.
Updates the knowledge base with process changes and recommended solutions.
Responsible for ensuring timely process through which problems are controlled.
Includes problem recognition, research, isolation, resolution, and follow-up steps.
Requires experience and understanding of technical infrastructure.
Is able to resolve less complex problems immediately, while more complex problems are escalated for resolution.
Will use the knowledge management database and help desk system.
Escalates more complex problems to Senior Level.
Responsible for transmitting customer satisfaction surveys to clients and conducts follow-up.
At the direction of leadership, performs corrective action regarding surveys.

Basic Competencies:

Using problem resolution skills and expertise, escalates customer problems when appropriate in order to ensure customer satisfaction. Follows up on escalated problems to learn how they were resolved. Analyzes, troubleshoots and resolves customers’ problems using active listening skills, questioning techniques, problem solving skills and technical expertise
Answers and ensures resolution of customer calls within documented time frames in order to meet Service Level Commitments (SLA). Using active listening skills, questioning techniques and computer-related expertise, document, analyze and troubleshoot the customer’s problem. Using appropriate help desk tools and procedures, ensures customer problem is resolved in a timely manner.
Using technical expertise and work experience, documents common problems and resolutions to ensure leveraging best practices throughout the team.

Qualifications

THIS IS A PART-TIME POSITION (20 hours/week)

Specific Job Skills:

Receive incoming calls, take notes and address client needs in a manner conforming to service level commitments.
Submit password and program configuration changes as needed.
Receive and log customer service requests. Escalate problems to the appropriate support groups.
Notify and work with support organizations to identify and resolve client problems.
Troubleshoots incoming calls from clients regarding problems with desktop functionality, network connectivity and application support. Log issues and either resolve them or ensure that they are dispatched to the applicable support group.
Run queries and tests to identify root causes of system errors.
Track current approaches to problem resolutions, and then publish fixes so the user community has access to them.
Research emerging and known issues with client products to better evaluate and troubleshoot. Write appropriate documentation for workarounds and fixes for the various issues.
Participate in the creation and execution of test scripts for system enhancements as appropriate.
Transmit customer satisfaction surveys to the client as a follow-up activity.
Process the survey feedback and follow-up with the client when expectations were not met, performing corrective action as necessary.
Maintain the monthly Customer Satisfaction Index report, updating it as necessary, based on the survey feedback.
Prior Help Desk experience preferred, knowledge of MS Office (2003 and 2007), familiarity with technical infrastructure to include LAN’s, WAN’s, and servers. High school degree required.
Excellent customer service skills
Ability to remain focused
Exceptional problem solving/analytical skills
Ability to take the initiative
Exceptional communication skills
Ability to learn technical product information
Ability to follow procedural guidelines and document thoroughly
Ability to interact with customers in a polite and professional manner
Effective conflict resolution skills including appropriate handling of angry or frustrated clients
Exceptional telephone etiquette
Strong team player
Exceptional organizational skills
Exceptional listening skills
Ability to multi-task
Detailed oriented
Ability to maintain customer inquiries and concerns
Exceptional PC, Mainframe, printers, server, email and Internet skills
Ability to identify, track and resolve issues