DAS-Service Desk 1 / SD1

Work From Home: 100% Remote

Years of Relevant Experience:

3 + Years of Experience in Call Center Support

1 Year of experience in Help Desk technical Support

Preferred Education:

4-year college degree or equivalent technical study preferred; may accept equivalent work experience.

Job Description:

• Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
• Escalate problems in accordance with defined procedures.
• Assist users through problem solving steps.
• Use technical databases to research problems and talk with co-workers to research problem and find solution.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Follow quality standards.
• Ability to work in a team environment.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.

Mandatory skills:

Microsoft O365, ability to type 40+ WPM, excellent time management

Experience with ServiceNow, Salesforce or similar ticketing system.

Qualifying questions:

Are you able to provide access to a computer as well as a consistent internet connection?

Are you able to work from home without distraction?