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Form of workJob Description
The IT Help Desk Technician is responsible for supporting and troubleshooting IT issues for customers during their designated Help Desk shift. TRAX currently maintains two Help Desk shifts to support users during business hours in Eastern and Pacific time zones from Monday to Friday, this opportunity is for the second shift:
* Second Shift: 11:00 AM – 8:00 PM EST
The performance of our IT Help Desk Technicians is measured via our Help Desk Metrics, the following performance measurement standards must be maintained:
* Thirty-minute or less response time for all tickets or calls during business hours
* Four-hour resolution time for all tickets during business hours
* High-quality customer survey responses of 4-5 stars on feedback regarding support tickets
In addition to user issue resolution during a given work shift, this position is responsible for updating documentation in our confluence site.
* Documenting technical questions and answers in Atlassian Questions
* Updating Confluence documentation
* Researching, quoting and creating purchase requests for hardware, software and service
* Maintaining IT inventory records
Duties and Responsibilities
* Answering inbound customer calls
* Mastering the quick fixes to most user related problems
* Resetting passwords
* Browser issues like clearing cookies and cache, using the right browser etc.
* Software installations
* Account setups and deactivations
* User permissions
* End user hardware troubleshooting
* Basic network troubleshooting
* Mobile device setup
* User questions and simple training as required on applications
* Resolving Help Desk tickets
* Initiating IT purchase requests
* Inventory control and organization of corporate IT assets
* Setup and installation of IT equipment
Required Skills and Qualifications
* Minimum of 1-2 years industry experience, and/or college education
* Punctuality for your given work shift
* Commitment to following TRAX information technology security program
* Experience with troubleshooting and installing Windows operating systems
* Experience with troubleshooting and installing Macintosh operating systems
* Experience with Microsoft Office 365
* Experience using and troubleshooting web browsers
* Experience with troubleshooting mobile operating systems
* Excellent phone communication skills
* Excellent written communication skills
* Excellent customer service skills
* Ability to be on a rotating on-call schedule
* Ability to travel to remote sites
* Ability to stay engaged and focused
Physical Demands and Working Conditions
* The work of this position will be performed WFH remotely and in an environmentally controlled office environment
* Must be capable of sitting and entering data on a computer keyboard for extended periods of time
* Must be able to view computer monitor for extended periods of time
* Must be able to lift 25 pounds unassisted
* Reasonable accommodation can be made to enable people with disabilities to perform the duties and responsibilities
Terms of Employment and Eligibility Requirements
* Must be a U.S. Citizen
* Must possess a valid driver's license, without special restrictions.
* Must possess a high school diploma or equivalent.
At TRAX, the health and safety of our employees, our customers, is our top priority. We have implemented safety measures to prevent the spread of COVID-19 in facilities to which we operate. Vaccination requirements may vary by customer mandate, governmental facility, and/or national, state, or local laws.
The lists above are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel in this position. TRAX International reserves the right to make changes to the job description whenever necessary.
Government Services
Our solid management plan keeps the focus on our customers’ dynamic needs. We specialize in providing innovative, state-of-the-art solutions for our Government clientele. Our services include every professional, technical, logistical and support skillset requirement. Our personnel are highly trained to meet quality, safety, and program compliance accordingly. Follow this link to learn more.
Energy Solutions
Recognized as a pioneer of PC-based power plant simulation, we’ve proudly delivered over 150 full scope simulators since our inception in 1987. Whether you are designating a new plant, retrofitting an existing unit, or concerned about grid integrity, our experience, diversity, and constant attention to excellence provides you with the highest quality products on the market today. Follow this link to learn more.
Why TRAX?
Customer Focused, Performance Driven
TRAX is focused on high performance and high quality services in a safe environment. Our continuous improvement process is metrics-driven, outcome-based and consistently yields cost efficiencies and improved performance.
Cost-Effective
Our approach to project management recognizes the importance of being cost-effective while providing innovative solutions to servicing our complex programs. We‘re doing it now, and will continue doing so in the future.
Competent & Capable
Our risk management approach identifies and mitigates potential barriers up front, for successful project completion. We understand what it takes to successfully manage large, dynamic government contracts. At TRAX, we possess the incredible capability of taking what our customers do, and making it better.
Mission-Ready
Our workforce of skilled and highly motivated managers, engineers, scientists, logisticians, analysts, technicians and support personnel are committed to mission success as our customers’ trusted partner. We remain flexible and responsive to the demands of our customers, and current in government policies and evolving technology.
