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Ancora Education

Accelerate your goals with Ancora.

Help Desk Technician

IT SupportIT SupportFull TimeRemoteJuniorTeam 1,001-5,000Since 2013H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

4 days ago

Salary

$20 - $22 / hour

Seniority

Junior

High School1 yr expEnglishCitrix

Job Description

Help Desk Technician

Ancora Education

• Provides first-contact technical support via phone, email, and chat, aiming for quick resolution of user issues. • Involves efficiently managing the ticket queue to meet Service Level Agreements (SLAs). • Escalating complex problems to higher-tier support (Tier 2/3). • Consistently delivering excellent customer service while representing the IT department professionally. • Manage the ingress of incident/request calls and tickets using designated approved phone and ticket system solutions by following established routing and workflow procedures. • Ensure generated incident/request tickets contain all required and necessary information, notes, and correctly assign tickets to appropriate support personnel. • Identify, analyze, and resolve first contact issues via telephone, chat, and email, and escalate issues to Tier 2 and 3, or other support personnel when necessary. • Work with the other Help Desk Technicians, IT Operations Technicians, and other Support Personnel when possible to gain a greater understanding and insight into the resolution of technical problems. • Provide positive interaction with customers, peers, and leadership to ensure a pleasant and productive communication and service experience. • Provide outstanding customer service to optimize enterprise-wide productivity. • Build strong working relationships with fellow Help Desk Technicians, IT Operations Technicians, and other Support Personnel to ensure a high quality of service to end users. • Be proactive: analyze situations to determine and implement permanent corrective actions.

Job Requirements

  • High School Diploma or GED
  • 1 year of experience in the Information Technology or related field
  • 1 year of experience in a Help Desk or Call Center environment
  • Demonstrate understanding of basic computer technology competencies
  • Working knowledge of Microsoft Windows and ChromeOS Operating Systems
  • Working knowledge of Google Apps
  • Strong written communication skills
  • Associate’s Degree (Preferred)
  • CompTIA A+ Certification (Preferred)
  • Working knowledge of Okta platform (Preferred)
  • Working knowledge of Citrix/CampusVue (Preferred)
  • Working knowledge of Active Directory (Preferred)
  • Working knowledge of Google Admin (Preferred)

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