TechAnax · 13 hours ago
Help Desk Specialist/Technician
United States
Full-time
Remote
Entry Level
$40K/yr - $47K/yr
1+ years expTechAnax is seeking multiple Help Desk Specialist/Technician as part of the Internal Revenue Service (IRS) User & Network Services. The role involves providing remote customer support, troubleshooting hardware and software issues, and ensuring adherence to service desk policies and processes.
Information ServicesInformation TechnologyProfessional Services
No H1B
U.S. Citizen Only
Responsibilities
Adherence to all CSS policies and processes
Performance of remote work including but not limited to installs, configurations, upgrades, troubleshooting
Receipt of, response to, and complete resolution of any ESD contacts; Documentation of actions taken, needed guidance and/or training given to customers to prevent recurrences; and Assistance to Service Desk specialists in resolving complex problems
Performance of remote work in working the web queue inventory
Providing telephone customer support, as required
An ability to follow knowledge articles and articulate instructions in a chat or phone session to assist customers
An ability to assist multiple customers at a time when possible
An ability to open and monitor status of trouble tickets and add pertinent information into the HP Service Manager, to include steps leading to resolution
Skillset to troubleshoot and resolve end user hardware and software problems
Providing updates, as appropriate, to Knowledge Articles that are no longer accurate
Performance of basic network functions such, as but not limited to, verifying network connectivity, verifying IP addresses, connecting to the customer’s system remotely, adding and removing systems from the domain, etc. as well as coordinate with the other service providers according to the Knowledge Articles to troubleshoot customer’s issues
Adherence to an average handle time as prescribed; then follow the escalation process
Knowledge, skills, and abilities in implementing IT problem management solutions to reduce issues in an IT support environment
Qualification
Required
Since this is a telework position, all candidates must have high speed internet access
The positions are part of the ESD support team, providing remote support to UNS customers. The positions require proficiency of laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both orally and written
Proficient in applying, customer service and customer support principles and methods; systems installed in customer organizations; training methods; problem resolution databases; and troubleshooting and data analysis methods
Proficient in the remote installation of primary and peripheral computer software and hardware
Proficient in troubleshooting and resolving problems on desktop computers, laptop computers and/or applications or software for customers
Proficient in remote chat service delivery and knowledge of the capabilities and limitations of equipment configuration, operating systems, utility programs, software applications
Knowledge of business operations as related to service desk environment and systems
Fluent in English
Demonstrable mastery of the English written language including spelling, composition, and grammar
Strong communication and interpersonal skills
Proactive, organized, with strong attention to accuracy and detail, and strong time management skills
Ability to work in a highly visible and high-pressure environment
High School Diploma
1 to 3 years of relevant experience
Preferred
ITIL v3 or v4 certification
IT support: 1 year
Benefits
401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Professional development assistance
Retirement plan
Tuition reimbursement
Vision insurance
Company
TechAnax
TechAnax is a professional services firm providing customized information technology and management solutions.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Byron Athan
President and CEO
Bill Lytle
Executive Vice President & CIO
Company data provided by crunchbase