Job description

Pomeroy is currently seeking a remote Level 1 Help Desk Technician for a long-term contract in the Cleveland, OH area. The Help Desk Technician will be responsible for providing technical support for hardware, software, printer, and network connectivity issues.

The standard work schedule would be Monday thru Friday, 8am to 5pm Eastern. The position is 100% remote, but you must live in Cleveland, OH or the surrounding areas.

Reference Code: RDJ

Essential Job Function:

• Resolve incoming client calls
• Focus on the delivery of excellent customer service.
• Consistently utilize troubleshooting skills and tools for maximum efficiency and effectiveness.
• Assess initial impact on incident record; sets record priority level as well as escalates in a timely manner.
• Promptly notify Incident Team of priority issues after collecting required information for escalation.
• Follow Incident Record Documentation Standards utilizing company ticketing system.
• Take ownership and responsibility of client technical issues.
• -Independently make decisions on course of action to get the client back in to production in a timely manner.
• Be a positive, professional resource.
• -Ability to troubleshoot Remote Access (including Wireless) and home network components.
• -Working knowledge of Microsoft products; Word, Excel, Office.

Qualifications:

• Technical School or IT Certifications preferred
• 1 year experience in a Helpdesk/Service Desk environment
• Effective telephone & communication skills
• Strong knowledge of standard PC hardware/software/operating systems
• Effective listening skills
• Ability to work in a fast-paced & high-volume environment
• All candidates must be able to pass a 10-panel drug test and nationwide criminal background check.

Job Types: Full-time, Contract

Pay: $15.00 - $16.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
Position is 100% remote

Experience:

• Help desk: 1 year (Preferred)
• Software troubleshooting: 1 year (Preferred)

Work Location: Remote

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