Job Information
CTG Technical Support Service Desk Agent in San Francisco, California
CTG is looking for a team of Technical Support Service Desk Agents to support an important client for a short period of time. Those interested can expect to answer a large number of incoming calls, assisting users with issues such as password resets, multifactor authentication, and application installations. This is a remote, work from home position with compensation of $25/hr.
The position will provide training on Friday November 8th from 9:30 - 6 pm EST. Then the position will move to it's normal hours 11 am - 8 pm EST for coverage on Wednesday November 13th-15th.
Responsibilities:
Answer a high volume of incoming calls related to end user technical support IT issues and questions.
Interact with customers via phone, email, and chat in a professional manner.
Troubleshoot problems to provide a high level of user satisfaction.
Respond to tickets and answer calls within a timely manner.
Utilize a methodical approach to identify problems, investigate causes, and recommend innovative solutions to our multi-platform environment.
Accurately document technical issues to facilitate diagnostics and prompt solutions.
Provide restorative or maintenance actions to resolve end-user problems.
Respond to end-user problems based on standard procedures.
Handle advanced technical issues such as call escalations and other issues that require a higher degree of knowledge to resolve.
Ensure systems are configured properly.
Act as a resource for more complex end-user issues.
Track incidents and calls, including but not limited to entering data into the database timely and accurately.
Required Skills:
Previous experience working from home required.
2-3 years previous IT work experience in Desktop Support or Level 1 IT Help Desk support required.
Prior Enterprise support experience required, which includes experience with Active Directory, Multifactor Authentication (Duo or Microsoft), Citrix, and application installs.
Exceptional written and verbal skills to relay problems to tier 2 support and management.
The ability to self-monitor and self-motivate personal productivity and performance.
User-centric, team-first mindset, time management, reliable and organized.
Knowledge of Windows operating system; moderate ability in PC Repair/troubleshooting.
Excellent interpersonal skills—able to communicate effectively with employees and leaders.
High degree of patience with people and processes.
Ability to prioritize and multitask to accomplish objectives in an organized fashion.
Work hard & smart—never satisfied with the status quo; possess high expectations of what can be accomplished by self AND team.
The expected base salary for this position is $25.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.
About CTG
CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit www.ctg.com .
Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work Certified™ company across many of our global operations.
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.