IT Help Desk Agent # 26-22688

Position Overview

12‑month contract (potential to extend up to 24 months). Contract length is determined by business need as well as individual reliability and performance. Position will be a hybrid model with 2 flexible days in office and 3 days remote each week. Days/hours per week may vary and are subject to change depending on business need.

Responsibilities

• Act as a single point of contact via telephone, email, or web for resolution of technology‑related issues.
• Document customer requests in the incident tracking system.
• Support network and e‑mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
• Interact with customers and peers to diagnose and resolve problems.
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems.
• Support features, functionality, and usage of specific applications.
• Provide Level 1 technical support of low to medium complexity.
• Provide input and updates to the technical knowledge base as necessary.
• Adhere to established policies and procedures; make sound business decisions under direction by following documented procedures.
• Report problems with procedures and suggest improvements.
• Perform related duties as assigned or requested.

Requirements

• Reliability and flexibility are extremely important.
• Strong customer service skills.
• Effective listening skills.
• Strong written and verbal communication skills.
• Good problem‑solving skills and decision‑making ability.
• Technical aptitude with PC literacy.
• Basic knowledge of Windows operating systems.
• Strong enthusiasm and desire to learn.
• Self‑motivation and organization.
• Ability to learn and apply technical information in a fast‑paced, demanding work environment.
• Ability to follow policies and procedures; attention to detail.

Training

Three‑week instructor‑led training program, mandatory, 35 hours per week (8:30 am – 4:00 pm ET, Monday‑Friday). Upon completion and demonstrated proficiency, assigned shifts may change based upon business needs.

Schedule

All shifts include a 15‑minute paid break and a 30‑minute unpaid lunch. Shifts are in EST. Available shift options:

• 6:00 AM – 2:00 PM: Sunday, Monday, Tuesday, Wednesday, Thursday; off Friday, Saturday
• 8:00 PM – 4:00 AM: Thursday, Friday, Saturday, Sunday, Monday; off Tuesday, Wednesday
• 1:00 PM – 9:00 PM: Saturday, Sunday, Monday, Tuesday, Wednesday; off Thursday, Friday
• 12:00 PM – 8:00 PM: Monday, Tuesday, Wednesday, Thursday, Friday; off Saturday, Sunday
• 10:00 AM – 6:00 PM: Monday, Tuesday, Wednesday, Thursday, Friday; off Saturday, Sunday
• 11:00 AM – 7:00 PM: Monday, Tuesday, Wednesday, Thursday, Friday; off Saturday, Sunday
• 9:00 AM – 5:00 PM: Monday, Tuesday, Wednesday, Thursday, Friday; off Saturday, Sunday

Candidates should list their top two shift preferences on top of their resume.

Interview Process

First‑round interviews are conducted via Hireflix (virtual). Selected candidates proceed to a second interview live, either over Microsoft Teams or in person.

About US Tech Solutions

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on‑demand and total workforce solutions. For more information, visit www.ustechsolutions.com. US Tech Solutions is an Equal Opportunity Employer.

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