FirstPRO is in search of a Help Desk Analyst for our client based in Wyomissing, PA. The Help Desk Analyst will be responsible for assisting end-users with various tier 1 requests. This is a remote, contract-to-hire position paying up to $22.50/hr based on experience while on contract. Candidates must reside locally to Wyomissing, PA, as this may turn into a hybrid position once full-time employee.

Responsibilities:

• Respond to about 15-20 calls per day
• Assist in password resets and MFA support
• Troubleshoot hardware, software, and peripheral issues using best practices, internal tools, standard troubleshooting techniques and external resources.
• Provide mobile support to users

Qualifications:

• 1-3 years of technical customer service/word processing experience in a professional environment.
• Solid general pc knowledge and pc troubleshooting capabilities
• Experience remotely troubleshooting hardware, software, and peripherals; specifically printers
• Strong customer service focus combined with excellent listening, written and verbal communication skills.
• Substantial experience in working with/supporting Microsoft Office applications.
• Demonstrated ability to work effectively as a team member.
• Ability to embrace change and support technology initiatives.
• Confidently manage workflow and customer requests in a timely manner without sacrificing quality is essential to our success.
• Experience with incident tracking systems.