Full Job Description
Qualifications
- Technical support: 1-3 years (Preferred)
- Customer service: 1-3 years (Preferred)
- US work authorization (Required)
- Must have a High School Diploma
- Associate, bachelors, or certifications in IT related field (Preferred)
Responsibilities
- Serves as a first point of contact for customers seeking technical assistance via phone or email.
- Performs basic troubleshooting remotely and resolve issues in a timely manner.
- Quickly determine best solution based on the situation at hand and details provided.
- Walking customers through the solution in an easy to digest manner.
- Provide accurate information on products and services.
- Research, describe, and escalate issues that are proving difficult to resolve.
- Follow up and update customers based on issue status.
- Identify and suggest possible improvements on internal and external procedures.
- Build out hardware to customer specifications and prepare for installation.
- Documentation of issues and steps taken to address said issue through a ticketing system.
General Skill Set Required
- Proven experience as a help desk technician or other technical customer support role
- Tech savvy with an on-going motivation to stay up to date with latest technology
- Good understanding of computer systems (Mac, Windows, Linux), mobile devices (iOS, Android) and other tech related products
- Understanding of basic networking and concepts involved. (e.g. DHCP, VPN)
- Ability to diagnose and resolve basic technical issues
- A willingness to learn and improve
- Customer-oriented and cool-tempered
- Excellent verbal and written communications and attention to detail are critical to success
- Experience with speaking to customers over the phone
- Outstanding customer service skills
- Ability to think outside of the box to solve unique problems
- Ability to learn new software/hardware
- Active listening, note-taking, and retention of newly learned information
- Ability to adapt in any situation
- Detail Oriented
- Ability to explain information clearly to clients in layman’s terms
- Basic understanding of Windows Server 2019 and active directory
- Basic set of troubleshooting skills
- Basic understanding of remote help-desk duties
- Prioritizing tasks to efficiently meet deadlines and complete problems
- Strong organizational skills are required including use of Outlook and experience using service ticket systems
- Ability to work well as a team member
- Positive Attitude, Leadership, and Goal setting skills plus a willingness to learn new technologies is critical
Physical Skill Set Required
- Lift 40lbs. easily and without issues. From on the ground to counter height.
- Be on your feet for at least 2 hours at a time.
- Walk a flight of stairs.
- Retrieve items from the floor or plug in equipment
Values (are very important with the NWO team):
- Honesty
- Adaptive
- Receptive
- Dedication
Benefits (after 60 days):
All NWO salaried employees are eligible for PTO, Medical, Dental, Vision, 401k & also certification reimbursement.
PTO Plan:
- 20 hours after 60 days
- 40 hours after 4 months
- 120 hours after 1yr
- 160 hours after 2yr
- 180 hours 3yrs - 6 yrs
- 7+ yrs receive 200 hours of PTO
Job Type: Full-time
Work Location:
- One location-Main Office in Saint Louis, MO
Job Type: Full-time
Each employee receives a growth plan to show individual growth and raise potential within our organization with time and experience.
Job Type: Full-time
Pay: $40,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Preferred)
Experience:
- Help desk: 1 year (Required)
License/Certification:
- Driver's License (Required)
- CompTIA A+ (Preferred)
Work Location: In person
