Job Description We are seeking an IT Help Desk Technician to join our team! You will resolve computer-related issues for your clients. You will be responsible for assisting clients to leverage technology to solve business problems by being the SPOC (single point of contact) for all technology-related problems, escalating un-resolvable transactions to the next level. Ensure compliance with customers’ technical and quality standards and procedures always utilizing exceptional customer service to attain the highest degree of customer satisfaction. Multiple shifts available, all starting at $19 per hour: M-F: 5am-11am, M-F: 6am-12pm, M-Thurs: 8am-7am, M-F: 8am-5pm, M-F: 12pm-9pm This position require that you have your CompTIA A+ Certification! Conditions of Employment: You must be able to pass a background check and pre-employment drug test. Essential Functions: • Answer user inquiries regarding computer software or hardware operation to resolve problems • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. • Confer with customers by telephone to provide information about products or services or obtain details of complaints. • Check to ensure that appropriate steps are taken to resolve customer’s problems. • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. • Use software tools to create tickets for each client call and email received. • Use knowledge base as appropriate to research issues and resolutions. • Monitors and communicates I3 ACD issues in a timely manner to company's leadership. • Maintain professional working relationship with coworkers. • Adhere to business unity policies and procedures. • Communicates knowledge documentation issues to company's leadership. • Other duties as assigned Skills: • Must be able to use computers and computer systems (including hardware and software) to program, set up functions, enter data, or process information. • Must be able to multitask, work independently and work as a member of a team. • Must be skilled in providing problem resolution. • Must have good verbal and written communication skills. • Must have effective interpersonal skills and customer service skills. • Must be able to obtain information from all relevant sources and use information to identify solutions. • Must have an understanding of Active Directory and how to ping an IP Address. • Must be able to communicate with people outside the organization, represent the organization to customers, the public, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail. • Must be able to sit for 80%work shift as well as view computer monitor for 80%of work shift alongside using computer keyboard for 80% of work shift. • Must be able to work in a fast-paced work environment with moderate call center noise levels. Qualifications: • Previous experience in IT, customer service, or other related fields • Ability to build rapport with clients • Strong troubleshooting and critical thinking skills • Positive and professional demeanor • Must have a High School Diploma or GED • Two Years Technical School or Technical Certifications a plus! • Must be proficient in Microsoft Office and working in different operating systems. • Experience in troubleshooting internet browsers, smart phones & tablets a plus. • Must be able to pass a skills assessment and keystroke requirement of 40 WPM typing test Company Description Veteran-owned staffing and recruiting firm since 1993.