100% REMOTE - Help Desk Support

Job Title: Help Desk Support

Location: 100% REMOTE

Duration: 6+ Months to start (Extension or Conversion to FTE Possible)

Summary:

This position is for an inbound call environment. The primary role/responsibility will be taking calls from queue, and then there will be opportunity to get involved in other work/responsibilities of the team as the position demonstrates your knowledge and ability to first learn the processes, and doing a good job managing the volume you are receiving through the queue.

Skills / Experience Needed:

• At least 1 year of remote help desk support experience
• Experience in handling calls.
• Support role experience in a call center environment where KPI's are measured (call handling time, transfer rate, on mute time)

Description & Responsibilities:

• Help users complete provisioning and onboarding technology set-up
• Provide application support through remote access tools to resolve internal end user issues
• Top notch customer focused support
• Utilize ServiceNow as the ticketing tool to track and escalate tickets for end users
• Monitor and respond quickly and effectively to calls received to the Onboarding team
• Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware
• Remotely access and support end user machines to achieve first call resolution

Preferred / Nice to have:

• Some IT support experience would be nice to have.
• Mac Integration Basics Certificate or 1 + year of equivalent Mac support experience
• Windows 10 Certificate or 1+ years of equivalent Windows OS support experience
• At least 2 years of experience with remote or in person help desk support for Virtual Machines, PCs, and Macs
• 1+ year of experience with IT ticketing platforms (ex. ServiceNow)

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.