[Remote] Information Technology Help Desk Support

Note: The job is a remote job and is open to candidates in USA. AppleOne Technical Staffing is seeking a Contact Center Tech Representative I for a Tier 1 IT Helpdesk position. This role involves providing basic technical support and troubleshooting for users experiencing issues with hardware, software, and student service inquiries.

Responsibilities
• Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS)
• Relying on resources as trained (knowledge base, websites, support channels)
• Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
• Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries
• Admissions: Support includes application, placement test, withdrawal inquiries
• Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries
• Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquires
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Following call flow as trained (designed to assist in asking all required and basic probing questions)
• Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation
• Prepares standard statistical reports, such as help desk incident reports

Skills
• Must be able to work any day of the week or weekends - Open Availability
• Candidates must have a Windows based Desktop or Laptop Computer to work from home for the 1st week – Mac based computers cannot be accepted
• Technically competent candidates will be trained to understand and use the designated ticketing system
• Handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support
• Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Relying on resources as trained (knowledge base, websites, support channels)
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Following call flow as trained (designed to assist in asking all required and basic probing questions)
• Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation
• Prepares standard statistical reports, such as help desk incident reports

Company Overview
• AppleOne Technical Staffing is the single point of contact for all your technical staffing and workforce management needs. It was founded in undefined, and is headquartered in , with a workforce of 1001-5000 employees. Its website is https://www.appleonetechnical.com/.