Help Desk Level 1
The ITS Technical Representative is to act as the first point of contact for Academy Mortgage users requiring IT services and assistance.
Their role on the Help Desk is primarily the field of phone calls for various issues and requests.
They collaborate with the ITS Technical Specialists on the Help Desk for advanced troubleshooting and escalations to our inhouse Engineering and Administrations teams.
They are required to earn a baseline certification PC Pro within months of employment.
Academy has preemptively purchased the course and exam for this.
Field and resolve incidents and requests from inbound calls by Academy Mortgage employees in a timely manner.
Troubleshoot basic issues with Windows operating system Microsoft Office Suite and Academy specific applications both over the phone or through remote viewing software.
Creation of Incident and Request records through Service Now ticketing system.
Troubleshoot hardware issues over the phone.
Communicate with field users in terms and phrases that accommodate for all levels of technical understanding basic use of Active Directory interfaces to control user accounts.
Troubleshoot mobile device management issues on user mobile devices.
Experience years of experience in Information Technology Education High School Education or equivalent Industry Standard Certificate preferred Knowledge Skills Abilities Courtesy customer service and tact are essential elements of the job.
Work involves much personal contact with others inside andor outside the organization for purposes of giving or obtaining information building relationships or soliciting cooperation.
This is an onsite position.
No remote work is available for this role.
.
hr.
Estimated Salary: $20 to $28 per hour based on qualifications.
Their role on the Help Desk is primarily the field of phone calls for various issues and requests.
They collaborate with the ITS Technical Specialists on the Help Desk for advanced troubleshooting and escalations to our inhouse Engineering and Administrations teams.
They are required to earn a baseline certification PC Pro within months of employment.
Academy has preemptively purchased the course and exam for this.
Field and resolve incidents and requests from inbound calls by Academy Mortgage employees in a timely manner.
Troubleshoot basic issues with Windows operating system Microsoft Office Suite and Academy specific applications both over the phone or through remote viewing software.
Creation of Incident and Request records through Service Now ticketing system.
Troubleshoot hardware issues over the phone.
Communicate with field users in terms and phrases that accommodate for all levels of technical understanding basic use of Active Directory interfaces to control user accounts.
Troubleshoot mobile device management issues on user mobile devices.
Experience years of experience in Information Technology Education High School Education or equivalent Industry Standard Certificate preferred Knowledge Skills Abilities Courtesy customer service and tact are essential elements of the job.
Work involves much personal contact with others inside andor outside the organization for purposes of giving or obtaining information building relationships or soliciting cooperation.
This is an onsite position.
No remote work is available for this role.
.
hr.
Estimated Salary: $20 to $28 per hour based on qualifications.
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