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Help Desk Technician at Pomeroy

, , United States -

Full Time

Start Date

Immediate

Expiry Date

15 Dec, 25

Salary

0.0

Posted On

16 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Problem Solving, Communication, Interpersonal Skills, Organization, Analytical Skills, Teamwork

Industry

IT Services and IT Consulting

Description

Provides level 1 technical support to users for computer-related technical problems on assigned account(s). Enters contacts into the ticket tracking system; ensures information is accurate, prioritized and assigned to a queue. Essential Job Functions **Responds to customer inquiries to ensure customer needs are met. • Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process. • Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame. • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately. • Provides back-up assistance on other accounts as needed. Basic Qualifications • US Citizen. • High school diploma or G.E.D. • One or more years of technical training in computer support preferred • Two or more years of technical or customer support experience • Experience working with company products and operating systems • Experience with solving computer related problems • Experience working with company escalation policy Other Qualifications • Interpersonal skills to interact with customers and team members • Good communication skills • Organization skills to balance and prioritize work • Analytical and problem-solving skills • Ability to work in a team environment #LI-DNI

Responsibilities

The Help Desk Technician provides level 1 technical support to users for computer-related issues. They log and track inquiries, ensuring accurate information is maintained and follow up with customers to resolve their inquiries.