Helpdesk Agent - US Remote
About The Position
NTT DATA is seeking a Helpdesk Agent to join their team. This remote role requires the individual to live in the Continental United States and work an overnight shift between 6pm and 6am CT. The agent will be responsible for diagnosing and troubleshooting Level 1 issues with computer hardware, software, and peripherals, answering help desk calls, responding to user requests, acknowledging requests within service levels, initiating service orders (tickets), and maintaining user information and documentation. Specific tasks include end-user support using Service Now for ticket creation, and application support within ITSM for incidents, requests, and changes.
Requirements
- Must Live in Continental United States
- 1+ year in a customer service role
- Call center experience
- IT Proficiency
- Experience with end user support
- Knowledge of Windows operating system
- Experience with network connectivity troubleshooting, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands
- History of excellent attendance and customer service skills
- Must provide own high speed internet access with speeds at or above 50 Mbps.
- A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one’s personal dwelling or location.
- Must adhere to all technical support procedures and protocols.
- Must have a dedicated, professional workspace conducive to servicing Customer Service customers with the same quality as an onsite environment.
- The workspace must be a permanent, unencumbered location used daily for work.
- Must work with minimal distractions that do not interfere with business operations or service delivery.
- Ideally, the workspace is isolated from other household members and used exclusively for job duties.
- Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.
- Must work from the same location consistently unless prior approval is obtained.
Responsibilities
- Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals.
- Answers the help desk line and responds to users’ requests regarding computer systems.
- Acknowledges receipt of all user requests within defined service levels.
- Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
- Maintains user information and documentation.
- End user support-Service Now-Ticket Creation
- End user support-Application Support-ITSM-Incident, Request and Change
Benefits
- medical, dental, and vision insurance with an employer contribution
- flexible spending or health savings account
- life and AD&D insurance
- short- and long-term disability coverage
- paid time off
- employee assistance
- participation in a 401k program with company match
- additional voluntary or legally required benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
