Job Description
Job Title: Helpdesk Representative (French)
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Location: Cranberry Township, PA – Hybrid
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Duration: 4+ Months Contract (Potential Temp to Perm)
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Pay Rate: $22.5/hr.
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Shift Time: 1st shift
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Shift: Remote work Monday and Friday, in-office Tuesday through Thursday
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Rotating schedule; shifts are scheduled from 7:00 AM - 4:00 PM, 8:00 AM - 5:00 PM, 9:00 AM - 6:00 PM, and 3:00 PM - 11:00 PM
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Job description:
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Provide remote troubleshooting and technical assistance over the phone. Help resolve hardware, software, and connectivity issues, document support interactions, and ensure timely resolution or escalation of IT incidents.
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Responsibilities:
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- Provide first-level technical support to field users and internal users over the phone.
- Troubleshoot issues related to Windows operating systems, Dell hardware, and company applications.
- Guide users through problem-solving steps to resolve incidents effectively and efficiently.
- Document all calls, troubleshooting steps, and resolutions using internal ticketing systems.
- Escalate complex or unresolved issues to higher-level support teams as appropriate.
- Follow established IT procedures and contribute to the continuous improvement of support documentation.
- Maintain professionalism and patience when assisting non-technical users.
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Education and Experience:
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- Associate degree or equivalent experience in Information Technology, Computer Science, or a related field.
- 1+ years of experience providing phone-based or remote IT support.
- Basic understanding of Windows operating systems and Dell hardware platforms.
- Familiarity with IT service management concepts (e.g., ticketing systems and incident tracking).
- Experience using remote access tools and troubleshooting utilities.
- Strong verbal communication and customer service skills in French Language.
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Skills and Knowledge:
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- Strong analytical and problem-solving abilities for hardware and software issues.
- Understanding of basic networking concepts and connectivity troubleshooting.
- Ability to manage multiple support cases simultaneously.
- Clear and concise documentation and communication skills.
- Problem-solving
- Delivering excellent customer service in a fast-paced IT support environment.
- Strong communication and customer service skills.
- Attention to detail and adherence to support procedures.
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