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Help Desk Spec

1 month ago

Ogden, United States ABBTECH Professional Resources Full time

Helpdesk Specialist - Remote

Full Time

Location: Ogden, UT

100% Remote

$23.00 - $24.00 per Hour

The above salary range represents the range expected for the position; however, final salary offers are based on several factors such as the position’s responsibilities; the candidate’s experience, education, and skills; location; travel required; and current market conditions.

Helpdesk Specialist-

An average day:

Service Desk Technicians Knowledge Required:

  • These positions are part of the support team, providing remote assistance to customers. You need to be skilled with laptop and desktop computers, operating systems, hardware technologies, and have strong customer service skills both orally and in writing.

  • You should be proficient in customer service and support principles, systems used by customers, training methods, problem-solving databases, and troubleshooting techniques.

  • You should be able to remotely install primary and additional computer software and hardware.

  • Troubleshooting and fixing issues on desktop and laptop computers, as well as applications or software, should be within your capabilities.

  • You should know how to deliver remote chat services and understand the capabilities and limitations of different equipment configurations, operating systems, utility programs, and software applications.

  • Knowledge of business operations related to service desk environments and systems is necessary.

Technician Tasks for Tech 2/Jr. Information Technology Specialist:

  • Follow all CSS policies and processes.

  • Perform remote tasks including installs, configurations, upgrades, and troubleshooting.

  • Respond to and resolve any contacts, documenting actions taken and providing necessary guidance or training to prevent future issues. Assist Service Desk specialists with complex problems.

  • Manage the web queue inventory remotely.

  • Provide telephone customer support when needed.

  • Follow knowledge articles and provide instructions via chat or phone to assist customers.

  • Handle multiple customers simultaneously when possible.

  • Open and update trouble tickets in HP Service Manager, including steps leading to resolution.

  • Troubleshoot and fix end-user hardware and software problems.

  • Update Knowledge Articles as needed.

  • Perform basic network functions such as verifying connectivity and IP addresses, connecting remotely to customer systems, and coordinating with other service providers.

  • Adhere to prescribed average handle times and escalate as necessary.

  • Assist with testing Robotics Process Automation (RPA) and Digital Service Agent (DSA) implementations.

  • Provide feedback and assistance for cloud computing and web chat initiatives.

  • Implement IT problem management solutions to reduce issues in IT support.

Basic Qualifications:

  • As a requirement of this position, all candidates must be either a U.S. Citizen or have lawful permanent residence in the United States.

  • Must have, no less than, 1-2 years recent (within the last 3 years) experience in a similar position.

  • Hands-on experience with other common software and hardware

  • Excellent customer service skills

Other Requirements:

  • Must be able to pass federal background investigation and obtain a Public Trust

  • Local travel may be required.

Benefits: (Full Time, W2 Employees - at least 30 Hrs per week)

  • Medical, Dental and Vision offerings

  • Weekly Direct Deposit

  • Paid Holidays and Personal Time Off

  • 401(k) with match

  • Voluntary Life and AD&D, Short/Long Term Disability

  • Other Voluntary coverages

  • Pre-paid Legal and Employee Assistance Programs

  • Northwest Federal Credit Union Membership

  • BB&T @ Work Program

Connect directly with your dedicated recruiter, via email below.

Norris Roy: NorrisR@ABBTECH.com

Ryan Lynch: Ryan.Lynch@ABBTECH.com

Who is ABBTECH:

ABBTECH is a woman owned IT Staffing company founded in 1992. For nearly 30 years, we’ve invested in meaningful relationships and become one of the most reliable and successful staffing firms in the country. We believe great candidate and client experience make a difference.

ABBTECH is headquartered in Sterling, VA with another office in Virginia Beach, VA. We employ Nationwide.

Why work for ABBTECH:

With ABBTECH you will build meaningful connections that will help you grow professionally and contribute to ABBTECH’s core values. You will be part of a Top 100 Staffing Company, named by World Staffing Awards.

Our decades of government, regulated industries, and employment, in general, keep us sharp.

Curiosity keeps us in the know and on our toes in an ever-changing landscape. We don’t shy away from change and innovation – and we’ll bring new ideas to the table regularly.

ABBTECH helps our employees grow within their field by promoting within.

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans

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