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Help Desk Support - Remote

Posted 18 days ago

Our client is a multibillion-dollar company that provides end-to-end managed services, technology and consulting to enable the digital workplace for small to enterprise businesses. Join their team to be part of delivering individualized experiences to a diverse range of clients in a collaborative and productive workplace environment.

Position: Help Desk Support
Location: Fort Mill, South Carolina 29707
Hourly Rate: $19/hr.
Term: 4+ Months Contract to Hire

Day-to-Day Responsibilities:
  • Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
  • Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
  • Provides case status updates to management and end-users per service level guidelines
  • Support and maintain effective relationships with users
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
  • Provide support for PCs, laptops, printers, cell phones, and tablets etc.
  • Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
  • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
  • Communicates with customers at all levels of technical and non-technical skills sets
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management

Is it a good fit? (Requirements):
  • 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment
  • AA degree or technical training preferred or equivalent combination of education and experience
  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
  • Certification in relevant IT products/technologies a plus
  • Focus on providing exceptional customer service
  • Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
  • Ability to type while in involved in a conversation, at least 30 WPM
  • Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
  • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
  • Working knowledge of the Microsoft Office application suite including MS Outlook
  • Active Directory and Exchange experience preferred
  • Solid analytical/cognitive skills to troubleshoot complex and technical problems
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
  • Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment
 

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.