Job Information
Learning Care Group IT Help Desk Agent (Remote Opportunity) in Novi, Michigan
IT Help Desk Agent (Remote Opportunity)
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Brand: Learning Care Group, Inc.
Location:
21333 Haggerty Rd
Novi,
MI
Requisition ID: 179712
Date Posted: 6/19/2024
Join a strong community where all we do is care-for the children and families we serve every day, as well as for our dedicated team members. Our people are our best asset. We listen and we know what you're looking for:
You want benefits. We support you with a minimum 50% childcare discount, immediate access to benefits, innovative health programs, 401(k) company match, and much more.
You want balance. We offer flexible schedules that work for you, no nights or weekends, the ability to bring your children to work with you, and paid time off.
You want opportunity. We invest in your future with ongoing training, tuition reimbursement, credential assistance, and our unique Master Teacher Program.
You want recognition. We provide a positive, fun workplace where employees are appreciated.
The Technology Coordinator provides first level support and some second level for all software, hardware and telecom issues for the schools and Support Central; serving as the primary technical point of contact. The job of Help Desk Agent can be performed in the following states: AL, AZ, AR, CT, DE, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MO, NE, NV, NJ, NM, NC, OH, OK, OR, PA, RI, SC, SD, TX, UT, VA, WI, and WY. The ideal candidate would be located in the Pacific Time Zone and available to work from 8 AM to 5 PM, or from 11 AM to 8 PM Eastern Time Zone.
Job Responsibilities:
Meet/exceed the customer’s (internal and external) expectations by understanding, anticipating and meeting customer needs. Exhibit proactive communication; act and think with customers in mind.
Friendly, enthusiastic and energetic with customers, co-workers, managers, and visitors. Promote and project a positive company image; treats others with courtesy and respect.
Regular, in person attendance at designated company site is required to ensure necessary teamwork, personal interaction, and supervision.
Maintain availability to provide first and some second-level support on all enterprise platforms. Investigate appropriate areas of potential problem and determine resolution; test and implement solutions.
Accurately log all calls and requests into the helpdesk database either opening a new ticket or updating an existing ticket immediately upon ending the call.
Maintain request first call resolution above 70%.
Escalate technical support issues to vendors and second level support team in accordance with escalation guidelines.
Update customers and tickets daily and resolve tickets within 72 hours when issue is not escalated.
Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
Maintain flexibility in working hours as dictated by the business needs.
Participate in company sponsored training.
Job Requirements:
1 year of multi-tiered support experience
Familiar with all Microsoft Office applications.
Basic to intermediate pc and peripheral hardware troubleshooting skills.
Comfortable performing troubleshooting on local area and wireless networks.
Familiarity with telecom.
High School Graduate
Learning Care Group is an equal opportunity employer and will not discriminate against an employee or applicant based on race, color, religion, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status or any other protected status under federal, state, or local law.