Be an early applicantLess than 25 applicants

Company

Peckham, Inc. · 2 days ago

Home-Based Technical Service Representative

Home, MI

Full-time

Remote

Entry Level

$17.71/hr - $17.71/hr

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CivicTech

No H1B

Security Clearance Required

Hiring Manager

Jillian Miller, M.A.

Insider Connection @Peckham, Inc.

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Responsibilities

Provide superior customer service by responding to requests for technical assistance via the phone and through other contact channels.

Gather information to diagnose technical hardware and software issues; apply problem solving skills and resolve the request effectively.

Direct the caller to perform step by step actions to resolve the purpose of the call.

Decide if the call requires escalation to a higher-level IT support.

Conduct basic troubleshooting to resolve common hardware and software issues, if needed.

Conduct research using available resources; use critical thinking skills to find a solution for the customer’s need and/or concern.

Maintain and stay current with system information, changes, and updates.

Utilize tools to remotely access end user systems and perform corrective actions to resolve the users’ problem.

Achieve service level requirements including but not limited to average talk time, quality and first call resolution.

Complete reports, track/log/route problems, issues, requests, and document resolutions in written form or escalate to the responsible resource for resolution.

Demonstrate flexibility to changing business needs.

Accept other jobs/duties as assigned.

Qualification

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CompTIA A+HDI Support Center AnalystTechnical supportComputer systems knowledgeRemote access tools

Required

At least 18 years old

High School Diploma or equivalent

Proficient in the English language (written and verbal)

U.S. Citizen; Michigan Resident

Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance.

A solid working knowledge of computer systems, hardware, and software

CompTIA A+, HDI Support Center Analyst or equivalent certification required.

Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.

A neat/quiet room/office space designated for TSR work that meets requirements.

A High-Speed Internet connection that meets minimum technical requirements.

For those who live within 45 miles of the Sparks location only: The ability to come into the office if there are connection issues.

Preferred

6+ months of work experience in an IT help desk or IT support function

Benefits

$250 Sign-on bonus!

Health and Welfare Benefit Included

Company

Peckham, Inc.

Peckham, Inc., a nonprofit community vocational rehabilitation organization, is a unique business and human services agency that values quality, diversity and performance.

Founded in 1976