REQUIREMENT: Must be a U.S. Citizen

Job Description and Summary

Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Responsibilities & Duties

• Perform duties as Tier 1-2 Help Desk Analyst
• Troubleshoot problems with PC / Apple computers, MS Office, SharePoint, Windows OS, Mac OS, and other applications.
• Work closely with Customer and Team to maintain SLA and high customer satisfaction
• Answer and resolve or escalate all calls as appropriate to maintain a high level of customer satisfaction.

Qualifications & Skills

Mandatory:

• US Citizen
• High School Diploma or equivalent
• Minimum 1 year experience troubleshooting software and hardware in a customer service roles
• High degree of technical proficiency
• Excellent problem solving skills and analytical abilities

Desired:

• Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role