Help Desk Representative
employment type: full-time
IT Help Desk Representative - F/T & P/T Available
Peoria, AZ 85382
Full-time, Part-time
Salary: $18.00 to $22.00 /hour
Job Description
FCG, Inc., an IT Managed Services Company in Arizona since 1992, has immediate openings available for both Full-time & Part-Time Help Desk Representative (HDR) positions to work in its northwest valley Corporate Office location. The HDR will need to be an energetic, team player that is a self-starter with great problem-solving skills. Ideally, the HDR should have a minimum of 2 years of previous Help Desk, POS (Point of Sale) or Desktop support experience and basic to intermediate computer networking and problem-solving skills. Certifications are a plus for this position.
As an FCG Help Desk Representative; you will aid clients with all company supported applications and platforms. You will troubleshoot and resolve reported issues, advise on appropriate actions, and complete application project-based work.
Working conditions are normal for an office environment, requiring the use of telephone, computer, and other company provided office equipment.
F/T BENEFITS INCLUDE:
• Insurance Allowance for participation in Company sponsored insurance programs including Health, Vision, Dental, & Life insurance.
• Paid Holidays
• Earned Paid Time Off (PTO)
• Participation in 401(k) Retirement Program with company match after 1 year of service
DUTIES & RESPONSIBILITIES:
• Provide Tier 1 and Tier 2 level Help Desk support by telephone and email.
• Create, update, and maintain Help Desk tickets using the company provided systems.
• Provide clear and concise documentation of all reported issues.
• Troubleshoot and resolve reported issues or determine their appropriate escalation path for resolution.
• Utilize and maintain the company knowledge base to assist with troubleshooting steps.
• Maintain open communication with the customer and provide constant ticket updates.
• Work closely with FCG management to communicate and report relevant problems discovered during troubleshooting.
• Participate in after-hours On-Call rotation when the general office location is closed.
• Provide on-the-job training to new department staff members.
• Provide computer orientation to new company staff.
• Assist internal users with issues such as connectivity, setting up calendars, booking conference rooms, etc.
• Ability to be flexible to accommodate shift demand. Shifts vary from 3:00AM-9:00PM, including weekends.
SKILLS/REQUIREMENTS:
• Authorized to work in the United States (required)
• 2+ Years of previous Help Desk Technical Support experience (preferred)
• High School diploma, 2+ year college degree (preferred)
• Pass background check (required)
• ITIL v3 or v4 Foundations Certification (preferred)
• HDI Support Center Analyst Certification (preferred)
• MCP and/or A+ Certification (preferred)
• Demonstrate knowledge of Microsoft Operating System/Office recent expertise
• Demonstrate knowledge of Networking experience
• Remote troubleshooting experience and example
• Excellent written and verbal communication skills
• Prior ConnectWise (or other ticketing system) experience a plus
keywords: Helpdesk, Service Desk, help desk, phoenix, technology support, technical support, desktop support
Job Types: Full-time, Part-time