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Part Time Help Desk, Level I - technical support - job employment

City: Maine
Date: 14 May 2018
Category: Technical Support

Job Title: Level 1 Helpdesk
Reports To: IT Director
Location: Telecommute (With initial training taking place in Cumberland- Foreside-Maine)

ABOUT SHP Management Corp
SHP Management Corp is a recognized leader in the affordable multi-family housing industry. SHP manages in excess of 12,600 units of affordable housing, primarily in the Northeast and Mid-Atlantic.

Position Overview
This is a part time level 1 help desk job that will be a telecommute position. The new hire will work from home with a company supplied pc and phone. Work hours will be either 8-12 or 12-4. There is a chance the position would turn into a full time position. This position will have a starting pay rate of $16 per hour. Most of the work will entail remoting into the corporate offices or our satellite offices and performing basic computer/software fixes and upgrades. There will be a significant amount of talking on the phone.

General Responsibilities
• Answering calls from end users. Gather the required information to understand and troubleshoot the problem effectively. Properly escalating unresolved queries to the next level of support or resource.
• Capturing and documenting appropriate details related to issues with the SHP computer system, networks, and applications in the Help Desk ticketing system to ensure accurate reporting, logging, and communication of issue resolution. Troubleshooting reported problems according to established procedures, and closing the tickets when appropriate. Communicating updates to users when appropriate.
• Repairing and maintaining workstations remotely. Troubleshooting PC problems and performing PC software upgrades when necessary. Testing equipment as appropriate.
• Exhibiting sensitivity to callers' needs and situations, works hard to find solutions/workarounds to ensure users are able to continue practice day-to-day operations.
• Serving as the first contact between the IT Department and the end user community. Guiding end users through diagnostic procedures in order to resolve as many problems as possible. Working with appropriate team members and coordinating the resolution of the reported issue. Escalating problems to supervisor, when necessary.
• Participates in meetings as needed and other functions not specified.

• Type 50 wpm
• Strong command of the English language both spoken and written.
• Strong customer service skills
• Taking a strong pride in ones' work
• People oriented
• Problem solving skill
• Calm under stress
• Microsoft Office suite proficiency
• Desire for continued growth and learning
• Must be able to pass pre-employment drug test
• Computer networking experience a plus
• Strong work ethic (ability to work interdependently)
• Strong communication and interpersonal skills; with a focus on providing excellent customer service in all interactions with SHP staff
• Fast internet connection at your home
• Part of the application process will involve taking some skill proficiency tests and an aptitude test

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