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IT Help Desk Agent 478-10

World IT Solutions Charleston, WV
  • Expired: over a month ago. Applications are no longer accepted.

We are looking to hire an IT Help Desk Agent to join our team in Charleston, WV. This is a great opportunity to join a rapidly expanding and successful team. We are looking for someone with a hands-on technical background who has effective communication skills. It’s your chance to work with the best in the industry in a solutions focused environment.

Hourly Rate starting at $13.59/hr.

    The successful candidate will:

    • Provide technical support to customers for a wide range of computer-related issues.
    • Actively listen to customer problems.
    • Analyze problems and troubleshoots problems.
    • Recommend solutions to solve problems.
    • Follow-up with customer to ensure problem has been resolved.
    • Update the knowledge base with process changes and recommended solutions.
    • Responsible for ensuring timely process through which problems are controlled.
    • Includes problem recognition, research, isolation, resolution, and follow-up steps.
    • Requires experience and understanding of technical infrastructure.
    • Is able to resolve less complex problems immediately, while more complex problems are escalated for resolution.
    • Will use the knowledge management database and help desk system.
    • Escalates more complex problems to Senior Level.
    • Responsible for transmitting customer satisfaction surveys to clients and conducts follow-up.
    • At the direction of leadership, performs corrective action regarding surveys.
    • Receive incoming calls, take notes and address client needs in a manner conforming to service level commitments.
    • Submit password and program configuration changes as needed.
    • Receive and log customer service requests. Escalate problems to the appropriate support groups.
    • Notify and work with support organizations to identify and resolve client problems.
    • Troubleshoots incoming calls from clients regarding problems with desktop functionality, network connectivity and application support. Log issues and either resolve them or ensure that they are dispatched to the applicable support group.
    • Run queries and tests to identify root causes of system errors.
    • Track current approaches to problem resolutions, and then publish fixes so the user community has access to them.
    • Research emerging and known issues with client products to better evaluate and troubleshoot. Write appropriate documentation for workarounds and fixes for the various issues.
    • Participate in the creation and execution of test scripts for system enhancements as appropriate.
    • Transmit customer satisfaction surveys to the client as a follow-up activity.
    • Process the survey feedback and follow-up with the client when expectations were not met, performing corrective action as necessary.
    • Maintain the monthly Customer Satisfaction Index report, updating it as necessary, based on the survey feedback.

    Basic Competencies:

    • Using problem resolution skills and expertise, escalates customer problems when appropriate in order to ensure customer satisfaction. Follows up on escalated problems to learn how they were resolved. Analyzes, troubleshoots and resolves customers’ problems using active listening skills, questioning techniques, problem solving skills and technical expertise
    • Answers and ensures resolution of customer calls within documented time frames in order to meet Service Level Commitments (SLA). Using active listening skills, questioning techniques and computer-related expertise, document, analyze and troubleshoot the customer’s problem. Using appropriate help desk tools and procedures, ensures customer problem is resolved in a timely manner.
    • Using technical expertise and work experience, documents common problems and resolutions to ensure leveraging best practices throughout the team.


    • Prior Help Desk experience preferred, knowledge of MS Office (2003 and 2007), familiarity with technical infrastructure to include LAN’s, WAN’s, and servers. High school degree required.
    • Excellent customer service skills
    • Ability to remain focused
    • Exceptional problem solving/analytical skills
    • Ability to take the initiative
    • Exceptional communication skills
    • Ability to learn technical product information
    • Ability to follow procedural guidelines and document thoroughly
    • Ability to interact with customers in a polite and professional manner
    • Effective conflict resolution skills including appropriate handling of angry or frustrated clients
    • Exceptional telephone etiquette
    • Strong team player
    • Exceptional organizational skills
    • Exceptional listening skills
    • Ability to multi-task
    • Detailed oriented
    • Ability to maintain customer inquiries and concerns
    • Exceptional PC, Mainframe, printers, server, email and Internet skills
    • Ability to identify, track and resolve issues
    • U.S. Citizen - ability to obtain Public Trust Clearance - Required
    • Must be able to pass a background check and drug screening.

    World IT Solutions

    Why Work Here?

    At WITS, We Initiate Tomorrow’s Success by providing resources to ensure our employees are successful in their careers.

    Are you looking for a Company that values the success of its employees? If so, World IT Solutions (WITS) is for you! We know how important it is to keep up to date on all training and certifications. We offer our employees free online training and certificate testing reimbursement. Benefits At World IT Solutions we connect you with outstanding government and corporate positions that are excellent career opportunities. We were founded by former US Navy officers and we are dedicated to supporting military troops and providing jobs for qualified soldiers. Along with excellent benefits and competitive pay, we also provide free technical training and certification reimbursement for A+, Network+, Security+ and other applicable certifications. Other benefits include: Medical, Dental and Vision Life / Accident Insurance 401(k) matching Certification reimbursement Referral bonus World IT Solutions, LLC is a full-service consulting firm that specializes in information technology and telecommunications. We provide professional IT and design consulting services as well as engineers and operations specialists to meet military, government and corporate demands worldwide. We continue to fulfill urgent customer demands by providing cleared personnel across the globe. Learn more at: Expand your horizons! APPLY TODAY!


    Charleston, WV