IT Help Desk Specialist - Hybrid
About The Position
Pearl Interactive Network is seeking Hybrid IT Help Desk Specialists. Applicants MUST reside in the Texas market (El Paso). Bring your knowledge and technical skills in computer software and systems support to Pearl. The IT Help Desk Specialist will manage inbound calls in a fast-paced, high-energy environment and assist users by researching technical issues, exploring answers, and providing information and alternative solutions. Pearl offers Competitive Compensation and Benefits to include: Hourly rate plus $5.09 additional Health and Wellness Benefits Medical, Dental, Vision, and Life Insurance Paid time off, Paid holidays 401K eligibility Ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program. Operating Hours: 24/7/365 Specialists must be available to attend a PAID 3 weeks training session. Training is conducted M-F, approx 40 hrs per week. Location(s): El Paso, TX Technical Equipment and Remote Office Requirements: 1. Broadband internet connection with a minimum download speed of 40 Mbps and upload speed of 10 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply. 2. Ethernet cable access. Wi-Fi-only connectivity is prohibited. 3. Private and secure workspace within your home. Away from noise and distractions. 4. Computer equipment, monitor, and headset will be provided.
Requirements
- High School Diploma required
- 1+ years of related experience
- U.S. Citizenship required
- Residents must live within a 60-mile radius of the El Paso, TX, facility. Will be required to work onsite three times per week.
- Must be eligible to obtain public trust clearance
- Availability to work any shift during hours of operation (24 hours a day, 7 days a week)
- Home office or a quiet space to work and reliable high-speed internet access
- Experience troubleshooting software and hardware issues (Windows and MAC O/S, internet systems, and networking)
- Familiarity with contact center management database
- Previous experience working with a ticketing system
- Broadband internet connection with a minimum download speed of 40 Mbps and upload speed of 10 Mbps. No Satellite Connections.
- Ethernet cable access. Wi-Fi-only connectivity is prohibited.
- Private and secure workspace within your home. Away from noise and distractions.
Nice To Haves
- AA/AS, or equivalent in a related field of study preferred
Responsibilities
- Respond to incoming service calls and/or to self-service ticketing queues on behalf of our client to provide accurate and appropriate information.
- Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved.
- Utilize troubleshooting techniques to resolve hardware, software, and network issues.
- Document incident status and solutions in incident database tools.
- Diagnose, identify, isolate, and analyze problems utilizing historical database records.
- Adhere to established levels of service.
- Stick to established customer service and documentation standards within required time frames.
- Adhere to contact center scheduling during hours of operation.
- Perform clerical and/or administrative duties as assigned.
Benefits
- Hourly rate plus $5.09 additional Health and Wellness Benefits
- Medical, Dental, Vision, and Life Insurance
- Paid time off, Paid holidays
- 401K eligibility
- Ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
251-500 employees
