Help Desk Technician - 100% Remote - $15/hr December 20 Start

This is a remote position.

Position Description:

Zentech Consulting is looking for Technically competent candidates who will be trained to understand and use a designated ticketing system, handle basic Tier-1 support troubleshooting, such as password resets, printer configurations, break/fix instructionsas well as student service support (registration, admissions, payments )

Position Duties Include:
Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).

Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
o Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.
o Admissions: Support includes application, placement test, withdrawal inquiries.
o Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.
o Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquired.

Escalation to Tier 2, Tier 3, supervisor, or other technical staff for complex issues.

Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
o Following call flow as trained (designed to assist in asking all required and basic probing questions).

Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.

Prepares standard statistical reports, such as help desk incident reports.

Adherence to schedules (published in the Workforce Management application).
o Reviewing often as trained as schedules change with business needs.

Training Schedules:

Monday Friday beginning December 12th, 2022

9am EST 4:30pm EST

1-hour lunch break

~32-hours per week during training/onboarding

**Training on your own equipment for the first week (Microsoft Windows 10 or Higher, Webcam and a good internet connection required)**

Production Schedules:

8-hour shifts (not including lunch break)

Morning shift start-times

2 weekdays off per week

Working weekends required

40-hour work week

30-minute lunch break

Education: Education BS in Computer Science, Engineering, or equivalent experience Experience: 5+ years of practical DevOps Experience 3+ Years of hands-on Cloud Administration Experience 5+ Years Programming Experience with one or more programming languages 2+ Years Systems Monitoring Experience Licenses or Certifications Cloud Certifications, especially Azure, a plus Knowledge, Skills and Abilities Cloud Platform Administration, especially with Microsoft Azure. Functional Programming experience with one or more modern programming languages such as; Python, PowerShell, C#, NodeJS. Highly proficient with IaC tools such as Terraform and Ansible. Strong Windows and Linux Systems Administration and Engineering Automation and scripting language skills Ability to document processes, systems, and standards Must Be a US Citizen or Green Card Holder