Job Description
Job Description
Overview
Job Title: Associate I Help Desk
Location: Birmingham, AL
Job Type: Hourly Consultant
Hours: Monday to Friday 8:00am to 5:00pm
Pay: $16.10- $20 / hr
This position does require 25%-50% Driving, using your own personal vehicle. Mileage is reimbursed. Must have a valid US Driver's license and no more than on moving violation in the past three years.
Essential Functions:
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Provide first-level remote IT services or assist in the delivery of higher-level services to customers.
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Properly enter all calls into the helpdesk system.
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Use predefined triage processes to troubleshoot, resolve, or escalate to the appropriate resource within Service Level Agreement parameters.
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Utilize remote desktop applications to troubleshoot end-user PC-related problems.
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Resolve standard documented problems with minimal assistance.
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Take ownership of customer problem resolution.
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Apply working knowledge of customer support business and technology processes, including call handling, customer software applications, operating system environments, and asset tracking.
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Identify customer training issues on standard and non-standard products.
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Participate in technical discussions with team members and contribute to decision-making processes.
Skills:
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Strong customer service skills.
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Proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications, antivirus software, and communications devices.
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Basic hardware and software troubleshooting skills.
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Strong problem-solving and critical thinking abilities.
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Ability to work with minimal supervision.
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Familiarity with necessary web-based tools (e.g., ProActa, help desk call tracking applications).
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Willingness to work as a team player.
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Strong organizational skills and attention to detail.
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Ability to travel as required.
Experience:
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0–5 years in a technical customer service environment.
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Call center experience preferred.
Education:
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Minimum: High School Diploma or equivalent.
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At least one entry-level certification (A+, N+, or OEM vendor certification).
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.
CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services for this role.
To Apply:
To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Emily Drew at Emily.Drew@ctg.com. Kindly forward this to any other interested parties. Thank you!