المسمى الوظيفي

Role Overview

We are currently looking for a Tier I Help Desk Technician to deliver exceptional technical support to our end users. This position primarily involves responding to calls, emails, and trouble tickets, providing accurate information and troubleshooting assistance. While prior IT experience is not mandatory, effective user assistance skills, excellent communication, and adaptability are essential. The role requires a flexible schedule including weekends and overnight shifts to maintain continuous service.

Key Duties and Responsibilities

Handle user inquiries via phone, email, and trouble tickets, offering general IT support.
Accurately create, update, and resolve help desk tickets using the ServiceNow system.
Work collaboratively with Tier I and Tier II teams to escalate and transition tickets for timely resolution.
Conduct incident management, basic troubleshooting, and non-invasive corrective actions as part of Tier I support.
Achieve First Call Resolution whenever feasible, documenting incidents clearly and thoroughly.
Assist users with 'how-to' questions and diagnose technical issues effectively.
Identify and report recurring problems or patterns to management.
Transfer calls and tickets to Tier II technicians appropriately.
Perform daily Quality Assurance reviews to uphold high service quality standards.
Participate actively in team meetings, process enhancements, and ongoing training activities.
Complete assigned educational courses and learning modules to improve knowledge and skills.
Cover a 24/7 shift schedule focusing mainly on weekends and overnight hours to ensure steady support; flexibility to cover other shifts as required.

Qualifications and Requirements

Between 1 to 3 years experience in a similar role is required.
Experience in a government consulting environment is preferred but not mandatory.
Strong English communication skills, both verbal and written, to support users via multiple channels.
Ability to work extended shifts up to 12 hours including weekends and overnight with a 1-hour meal break.
Familiarity with ServiceNow and Five9 platforms is advantageous.
Reliable internet connection essential for remote work.
Must pass a drug screening and hold U.S. citizenship.

Work Environment and Physical Requirements

The role is fully remote, performed from a home office with low noise level.
Requires flexibility to work a rotating 24/7 schedule, primarily weekends and nights, and possibly other shifts as needed.
Travel is minimal, less than 10% of the time.
Regular physical activities include use of hands, talking, hearing, standing, walking, sitting, climbing, balancing, stooping, kneeling, crouching, crawling, and lifting up to 50 pounds.
Visual acuity requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Compensation and Benefits

Estimated hourly pay ranges from $15 to $18, dependent on individual qualification, experience, and contract requirements. Full-time employees are eligible for a comprehensive benefits package including health, dental, vision insurance, 401(k), life insurance, disability coverage, vacation, and holidays.

Additional Information and Policies

The position requires adherence to any applicable vaccination mandates.
Candidates must consent to receive text communications regarding their application and employment status, with an option to opt out anytime.
TekSynap promotes a drug-free workplace and may conduct drug tests as needed to maintain safety and compliance.
Employment decisions are based on merit and qualifications, strictly adhering to an equal opportunity policy without discrimination.
Reasonable accommodations are provided to enable individuals with disabilities to perform job functions.

Tier I Help Desk Technician