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. This role is a 6 month contract to hire, remote role. 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 Job Types: Full-time, Contract Pay: $19.00 - $20.00 per hour Benefits: • 401(k) Schedule: • 8 hour shift COVID-19 considerations: Vaccination is required. Ability to commute/relocate: • Plano, TX 75024: Reliably commute or planning to relocate before starting work (Required) Experience: • Windows: 1 year (Preferred) • Desktop support: 1 year (Required) Work Location: Remote