USA-Help Desk Technician-2

CONTRACTOR
Description
Max Bill Rate : $29/hr minus fees.

Provides level 1 technical support to users for computerrelated technical problems on assigned account(s). Enters contacts into the ticket tracking system; ensures information is accurate prioritized and assigned to a queue.

Essential Job Functions
**Responds to customer inquiries to ensure customer needs are met.
Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies evaluates and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
Provides backup assistance on other accounts as needed.

Basic Qualifications
US Citizen.
High school diploma or G.E.D.
One or more years of technical training in computer support preferred
Two or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer related problems
Experience working with company escalation policy

Other Qualifications
Interpersonal skills to interact with customers and team members
Good communication skills
Organization skills to balance and prioritize work
Analytical and problemsolving skills
Ability to work in a team environment