Tier 1 Help Desk Specialist

Contact Center Tech Representative I - Tier 1 IT Helpdesk100% Remote positionPay: $15/hourMust be able to any day of the week or weekends - Open AvailabilityDuration: Ongoing Temp assignmentCandidates must have a Windows based Desktop or Laptop Computer to work from home for the 1st week – Mac based computers cannot be accepted.Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments).• Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).• Relying on resources as trained (knowledge base, websites, support channels).• Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:• Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.• Admissions: Support includes application, placement test, withdrawal inquiries.• Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.• Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquires.• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.• Following call flow as trained (designed to assist in asking all required and basic probing questions).• Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.• Prepares standard statistical reports, such as help desk incident reports.