Help Desk Specialist/Technician

Position: Help Desk Specialist/Technician

Availability: Immediately (multi openings)

Compensation: $40,000 to $47,000

Clearance: IRS Background Check

Reports to: Help Desk Team Lead

Work Site: Telework (in the Continental United States)

Travel: N/A

Description:

TechAnax is seeking multiple Help Desk Specialist/Technician as part of the Internal Revenue Service (IRS) User & Network Services (UNS)/Customer Service Support (CSS) provides Enterprise Service Desk (ESD) contract, supporting over 90,000 customers nationwide with expected growth to over 100,000 in the next year. ESD is the front door to all Information Technology services and requests, providing 24x7 service, 365 days of the year.

Duties:

Tasks related to customer support that meets current and future business requirements of the

IRS shall include:

· Adherence to all CSS policies and processes.

· Performance of remote work including but not limited to installs, configurations, upgrades, troubleshooting

· Receipt of, response to, and complete resolution of any ESD contacts; Documentation of actions taken, needed guidance and/or training given to customers to prevent recurrences; and Assistance to Service Desk specialists in resolving complex problems.

· Performance of remote work in working the web queue inventory.

· Providing telephone customer support, as required.

· An ability to follow knowledge articles and articulate instructions in a chat or phone session to assist customers.

· An ability to assist multiple customers at a time when possible.

· An ability to open and monitor status of trouble tickets and add pertinent information into the HP Service Manager, to include steps leading to resolution.

· Skillset to troubleshoot and resolve end user hardware and software problems.

· Providing updates, as appropriate, to Knowledge Articles that are no longer accurate.

· Performance of basic network functions such, as but not limited to, verifying network connectivity, verifying IP addresses, connecting to the customer's system remotely, adding and removing systems from the domain, etc. as well as coordinate with the other service providers according to the Knowledge Articles to troubleshoot customer's issues.

· Adherence to an average handle time as prescribed; then follow the escalation process.

· Knowledge, skills, and abilities in implementing IT problem management solutions to reduce issues in an IT support environment.

Required Qualifications:

· Since this is a telework position, all candidates must have high speed internet access.

· The positions are part of the ESD support team, providing remote support to UNS customers. The positions require proficiency of laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both orally and written.

· Proficient in applying, customer service and customer support principles and methods; systems installed in customer organizations; training methods; problem resolution databases; and troubleshooting and data analysis methods.

· Proficient in the remote installation of primary and peripheral computer software and hardware.

· Proficient in troubleshooting and resolving problems on desktop computers, laptop computers and/or applications or software for customers.

· Proficient in remote chat service delivery and knowledge of the capabilities and limitations of equipment configuration, operating systems, utility programs, software applications.

· Knowledge of business operations as related to service desk environment and systems.

· Fluent in English

· Demonstrable mastery of the English written language including spelling, composition, and grammar.

· Strong communication and interpersonal skills.

· Proactive, organized, with strong attention to accuracy and detail, and strong time management skills.

· Ability to work in a highly visible and high-pressure environment.

· Fluent in English

· Demonstrable mastery of the English written language including spelling, composition, and grammar.

· Strong communication and interpersonal skills.

· Proactive, organized, with strong attention to accuracy and detail, and strong time management skills.

· Ability to work in a highly visible and high-pressure environment.

Desired Qualifications:

· ITIL v3 or v4 certification

Experience:

· 1 to 3 years of relevant experience

Education:

• High School Diploma

Job Type: Full-time

Pay: $40, $47,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Are you willing to telecommute/work remotely?
• Do you have a high-speed Internet connection?
• Are you willing to subject yourself to an IRS background investigation?
• Are you a US citizen?
• Are you fully vaccinated against the COVID 19 virus?

Education:

• High school or equivalent (Required)

Experience:

• IT support: 1 year (Preferred)

Language:

• English (Required)

Work Location: Remote