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Tier 1 Help Desk Technician – Pacific Time Zone Shift
Darkhorse Tech, Inc.. Provide excellent customer service via phone and remote technical support .
About the role
Key responsibilities & impact- Provide excellent customer service via phone and remote technical support
- Walk clients through diagnostic procedures to identify and resolve errors
- Communicate with vendors to request service, provide updates, and resolve open tickets
- Adhere to established methods for responding to and documenting support requests
- Perform maintenance tasks on end-user devices
- Provide ongoing user training and self-fix solutions to clients
- Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
- Handle password resets, drive mapping, and user account setup
- Provide limited Saturday coverage as part of an on-call rotation schedule
- Perform Tier 1 troubleshooting, configuration, and administration for clients' printers, wireless networks, server-based print queues, antivirus and firewall programs, Microsoft Windows, Microsoft Office, Microsoft Office 365, Apple OS, and other systems
- Build relationships with clients and collaborate with team members to resolve technical issues
Requirements
What you’ll need- 1–2 years of customer service experience
- Proven time management skills
- Proven reliability and ability to work independently
- Excellent verbal and written communication skills
- Excellent customer service skills
- Problem-solving and troubleshooting skills
- 1–2 years of tech support experience preferred
- Bachelor's degree in Information Technology or Computer Science preferred
- Ability to work 11:00am to 8:00pm EST
- Ability to provide limited Saturday coverage as part of an on-call rotation schedule
- Experience with printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer, Microsoft Office 2010 and newer, Microsoft Office 365, and Apple OS
Benefits
Comp & perks- Remote work
- On-call rotation schedule with limited Saturday coverage
- Ongoing user training and professional development through exposure to a wide variety of products and services