Help Desk Technician - 100% Remote - $15/hr Jan 3 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

REQUIRED SKILLS AND EXPERIENCE: Working knowledge of SharePoint 2016 and SharePoint Online Experience with Adobe Photoshop and illustrator Strong working knowledge of and hands-on experience with HTML, CSS, and JavaScript (jQuery preferred) PHP based Content Management System (Concrete5) DEGREE/EDUCATION/CERTIFICATION REQUIREMENT: Individual shall have IAT-II certification (i.e. CCNA Security, Security+ CE, GSEC, GIC SP, S SCP, CySA+**) IAW AR 25-2 CITIZENSHIP/SECURITY CLEARANCE REQUIREMENTS: Must be a U.S. Citizen Tier 3/NACLC/Secret.