Help Desk Technician - 100% Remote - $15/hr December Start
Full Time
Minnesota
Posted
Job description
This is a remote position.
Position Description:
Zentech Consulting is looking for Technically competent candidates who will be trained to understand and use a designated ticketing system, handle basic Tier-1 support troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (registration, admissions, payments…)
Position Duties Include:
- 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).
- Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
o Admissions: Support includes application, placement test, withdrawal inquiries.
o Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.
o Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquired.
- Escalation to Tier 2, Tier 3, supervisor, or other technical staff for complex issues.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
- 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.
- Adherence to schedules (published in the Workforce Management application).
Training Schedules:
• Monday – Friday beginning December 12th, 2022
• 9am EST– 4:30pm EST
• 1-hour lunch break
• ~32-hours per week during training/onboarding
**Training on your own equipment for the first week (Microsoft Windows 10 or Higher, Webcam and a good internet connection required)**
Production Schedules:
• 8-hour shifts (not including lunch break)
• Morning shift start-times
• 2 weekdays off per week
• Working weekends required
• 40-hour work week
• 30-minute lunch break
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