ActsSocial

Job Description

This is a contract to hire position.

The IT Helpdesk person will work with the IT Help Desk team. lead, and manager to work different types of IT helpdesk support requests.

Field incoming help requests from end users via ticketing system and assist in a respectful manner
Document all pertinent information including all decisions made, actions taken, and confirmation of a successful result
Maintain excellent customer service over the phone, helpdesk, chat systems, or email
Ticket escalation resource tier 1/2 for all type of IT support requests
Diagnostic and repair of supported hardware and software
Identify and learn appropriate software and hardware used and supported by the organization
Perform post resolution follow-ups to help requests
Maintain help sheets and knowledge base articles for end users
Assist with maintenance of local site IT systems documentation

Requirements

Must be based in or able to work PST (West Coast) hours
High school degree or GED with 2 or more years of relevant experience
Higher education may substitute for relevant experience
Relevant experience may be considered in lieu of required education
Strong track record of achievement in distributed multi location environments
Project and task prioritization and overall excellent time management skills
Superb verbal and written communication skills to work with both internal and external customers
Exceptional problem solving and analytical skills
Ability and desire to stay motivated while working in a fast-paced environment
Ability to work cross-functionally to resolve technical, procedural, and operational issues
Courteous, polite, and professional demeanor
Self-starter and Self-managed
Strong documentation skills

Physical Demands

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.
This position may require lifting of no more than 20 pounds.

Benefits*

Description