IT Help Desk Tech

3 weeks ago


Wilmington, United States New Directions Staffing Full time
Job DescriptionJob Description

Our client is looking to hire an IT Help Tech who will be able to...

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email, chat, & Ticketing system.
  • Actively listening to determine the real problem the customer is facing to ensure complete resolution of the issue to prevent customers from having to call back.
  • Adept at conflict management, especially in real-time. Since many customers call in upset, help desk agents should be able to calm them down easily.
  • Always on the phone with customers, so excellent verbal and written communication is critical.
  • Take ownership of each issue assigned and effectively bring it to resolution or escalation.
  • Assist customers with basic program setup and administrative issues.
  • Effectively troubleshoot, resolve, and properly document support calls and cases.
  • Assist in documenting solutions for our Knowledgebase for training and information purposes.

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