Helpdesk Specialist - Remote

Full Time

Location: Remote

100% Remote

$23.00 - $24.00 per Hour

The above salary range represents the range expected for the position; however, final salary offers are based on several factors such as the position’s responsibilities; the candidate’s experience, education, and skills; location; travel required; and current market conditions.

Helpdesk Specialist-

An average day:

Service Desk Technicians Knowledge Required:

• This position is part of the support team, providing remote assistance to customers. You need to be skilled with laptop and desktop computers, operating systems, hardware technologies, and have strong customer service skills both orally and in writing.

• You should be proficient in customer service and support principles, systems used by customers, training methods, problem-solving databases, and troubleshooting techniques.

• You should be able to remotely install primary and additional computer software and hardware.

• Troubleshooting and fixing issues on desktop and laptop computers, as well as applications or software, should be within your capabilities.

• You should know how to deliver remote chat services and understand the capabilities and limitations of different equipment configurations, operating systems, utility programs, and software applications.

• Knowledge of business operations related to service desk environments and systems is necessary.

Technician Tasks for Tech 2/Jr. Information Technology Specialist:

• Follow all CSS policies and processes.

• Perform remote tasks including installs, configurations, upgrades, and troubleshooting.

• Respond to and resolve any contacts, documenting actions taken and providing necessary guidance or training to prevent future issues. Assist Service Desk specialists with complex problems.

• Manage the web queue inventory remotely.

• Provide telephone customer support when needed.

• Follow knowledge articles and provide instructions via chat or phone to assist customers.

• Handle multiple customers simultaneously when possible.

• Open and update trouble tickets in HP Service Manager, including steps leading to resolution.

• Troubleshoot and fix end-user hardware and software problems.

• Update Knowledge Articles as needed.

• Perform basic network functions such as verifying connectivity and IP addresses, connecting remotely to customer systems, and coordinating with other service providers.

• Adhere to prescribed average handle times and escalate as necessary.

• Assist with testing Robotics Process Automation (RPA) and Digital Service Agent (DSA) implementations.

• Provide feedback and assistance for cloud computing and web chat initiatives.

• Implement IT problem management solutions to reduce issues in IT support.

Basic Qualifications:

• This program requires US Citizenship or Green Card (Lawful Permanent Residents).

• Must have, no less than, 1-2 years recent (within the last 3 years) experience in a similar position.

• Hands-on experience with other common software and hardware

• Excellent customer service skills

Other Requirements:

• Must be able to pass federal background investigation and obtain a Public Trust

• Local travel may be required.

Benefits: (Full Time, W2 Employees - at least 30 Hrs per week)

• Medical, Dental and Vision offering

• Weekly Direct Deposit

• Paid Holidays and Personal Time Off

• 401(k) with match

• Voluntary Life and AD&D, Short/Long Term Disability

• Other Voluntary coverages

• Pre-paid Legal and Employee Assistance Programs

• Northwest Federal Credit Union Membership

• BB&T @ Work Program

Connect directly with your dedicated recruiter, via email below.

Norris Roy: NorrisR@ABBTECH.com

Ryan Lynch: Ryan.Lynch@ABBTECH.com

About ABBTECH:

Founded in 1992, ABBTECH is a woman-owned IT staffing company with a strong reputation for reliability and success. For almost 30 years, we've prioritized building meaningful relationships and delivering exceptional candidate and client experiences.

Headquartered in Sterling, VA, with an additional office in Virginia Beach, VA, we operate nationwide, providing staffing solutions across the country.

Why work for ABBTECH:

At ABBTECH, you'll forge meaningful connections that foster professional growth and align with our core values. As part of a Top 100 Staffing Company, recognized by the World Staffing Awards, you'll join a prestigious team.

Our extensive experience in government, regulated industries, and employment ensures we stay sharp and adaptable. We embrace curiosity to stay informed and agile in an ever-evolving landscape. Innovation is our forte, and we regularly introduce fresh ideas.

ABBTECH prioritizes employee development by fostering internal promotion opportunities, allowing you to advance within your field.

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans