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Job ID Number
R5475
Employment Type
Full time
Worksite Flexibility
Onsite
Job Summary
Responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests
Job Description
We are seeking a dedicated Help Desk Support Technician to join our team. This is a full-time remote position with initial training held onsite for one to two weeks. You'll be working Monday through Friday, 7.5 hours per day , between 7:00 AM and 4:15 PM. This role is essential in providing technical support and resolving issues for our clients.
What You'll Do
Communicate effectively with all levels of customers
Install and configure applications and supported software packages
Perform basic troubleshooting and triage of computers via remote access and phone
Resolve routine hardware and software issues
Create tickets for all problems reported to the Technology Helpdesk
Escalate unresolved issues promptly
Assist clients with device-related issues via telephone support
Determine technical needs of supported systems
Participate as a team member on projects
Record activities in the service desk software system
Update and create internal system documentation
Communicate technical issues and risks to clients
Perform other duties as assigned
What You'll Need
High school diploma or equivalent, plus one year of experience in an inbound call center environment
Two years of experience in installing, configuring, maintaining, and troubleshooting personal computers and related equipment, preferably in a large, multi-site agency
Valid class C Maryland driver's license or equivalent
A+ (Remote Technician) and Network+ certification
Knowledge of computer operations and support
Skills in installing, configuring, and troubleshooting operating systems, software applications, and cabling components
Ability to provide technical assistance and training to users of varying skill levels
Effective communication and prioritization skills
Ability to deescalate customers and maintain confidentiality
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
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Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.