Help Desk Agent

job summary:
We are looking for a Customer Service oriented candidate with IT Help Desk experience. The Help Desk Analyst answers inbound calls from internal employees and is responsible for providing first level operational and technical support.

location: Telecommute
job type: Solutions
salary: $18 - 19 per hour
work hours: 6am to 4pm
education: High School

responsibilities:
#LI-CC1

Provide IT operations support in a team Help Desk environment. Adjust working hours and schedule as needed. - Develop and exhibit technical subject matter expertise on the supported systems and associated business processes. - Drive and coordinate high impact, complex and cross-functional incidents to resolution by following established processes involving resources from Genworth and/or vendors. - Communicate written incident updates using team standards in a pre-determined time bound fashion to all levels of IT and business audience. - Assess impact of issues and ensure proper severity assignment. - Ensure Support Guides and related documentation is up-to-date. - Regularly identify and implement improvement opportunities. - Fulfill corporate compliance tasks including mandatory training and weekly timesheets.

qualifications:
Shift 1: Sunday 6:30am - 7:30pm, Monday 6:30am - 3:30pm, Tuesday 6:30am - 3:30pm, Saturday 6:30am - 7:30pm Shift 2: 6pm - 2:30am Monday through Friday ***All times are EST***

High School Diploma, GED or Equivalent Certification

- 2 years IT experience in a customer service capacity. Call Center or Service Desk experience is preferred.

- Proficiency with Microsoft Office and O365 (Outlook, Excel, and Word)

- Experience troubleshooting hardware and software in a Microsoft Windows environment

- Strong communication and interpersonal skills

- A work ethic with a focus on quality, results, and customer satisfaction

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.