Information Technology Help Desk Support

Job Title: Contact Center Tech Rep I

Location: Remote (100%)

Pay Rate: $15/hr on w2

Positions: 30

Job Description:

Seeking technically competent candidates to handle Tier-1 support and troubleshooting using designated ticketing systems. Responsibilities include:

• Addressing user issues via telephone, email, and chat related to hardware, software, networking, and Learning Management Software (LMS).
• Handling student inquiries regarding registration, admissions, payments, and more.
• Troubleshooting and resolving routine issues; escalating complex problems to Tier 2/3 or supervisors.
• Logging interactions in ticketing systems and preparing incident reports.
• Ensuring adherence to schedules and flexibility for changing business needs.

Required Skills:

• Excellent customer service and communication skills.
• Proficiency in Microsoft OS and applications, hardware/software support.
• Prior help desk or contact center experience preferred.
• Familiarity with higher education systems and Learning Management Systems advantageous.
• CompTIA certification or similar IT certifications a plus.

Work Environment Requirements:

• High-speed internet (25 Mbps+), quiet workspace.
• Windows 10 or higher desktop/laptop (no Chromebooks/Macs).
• Webcam for training and meetings.
• Commitment to training and production schedules, including weekend shifts.

Additional Details:

• Full-time position with 8-hour shifts and potential for overtime during peak periods.
• Comprehensive training provided, ongoing upskilling opportunities.