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Plano

    Help Desk Support - Plano, United States - LanceSoft

    LanceSoft
    LanceSoft Plano, United States

    3 weeks ago

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    Description
    Job Description:
    Possible weekend requirements (e.g. Tue-Sat) and possibly early scheduled start (e.g. 4am-1pm)

    Seeking a customer service oriented Service Desk Agent to provide technical support to users in an efficient and accurate manner. You will be considered as the firm's front line and you will solve basic technical problems while providing support for all assigned areas.

    Responsibilities:

    •Provide application support through remote access tools to resolve internal end user issues

    •Monitor and respond quickly and effectively to calls or chats received to the *** Service Desk

    •Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware

    •Remotely access and support end user machines to achieve first call resolution

    •Utilize Service Now as the ticketing tool to track and escalate tickets for end users

    •Assist with onboarding of new Agents by training and allow others to shadow

    •Perform other tasks as needed by the Service Desk Managers

    Basic Qualifications:
    • High School Diploma, GED, equivalent certification or military experience
    • At least 1 year of remote help desk support experience
    • Fluent in English
    • Mac Integration Basics Certificate or 1 + year of equivalent Mac support experience
    • Windows 10 Certificate or 1+ years of equivalent Windows OS support experience
    Preferred Qualifications:
    • Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
    • ITIL Certification
    • 2+ years of remote help desk support experience
    Training will consist of two weeks working 8-5 M-F including shared classroom-type of instruction followed by several weeks of job-based shadowing. Once onboarded, the available shift times are not set yet but will be morning start times, afternoon start times and nights. Each shift is 9 hours long with 1 hour unpaid lunch. The days off are not set yet but there will be at least one working day during the weekend (Saturday or Sunday). Shift schedules will be set due to the call volume and needs .

    Must sit onsite in Plano, TX hyrbid (Mon-Wed onsite/Thu-Sun remote)
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