Help Desk Technician

Location(s): REMOTE

Reports to: Helpdesk Supervisor

FLSA Type: Non-Exempt 

HOURS: 5PM - 1AM EST.

ABOUT MAMMOTH TECH:    

Mammoth Tech provides versatile and tech-savvy contact center and debt collections services for the world’s largest brands.  Some of our clients have included a Top-10 Global Restaurant Company, and a Top-15 U.S. Healthcare System.  We specialize in many business process outsourcing efforts such as contact center work, IT as a Service, and debt collections. 

We are a fast-paced, quickly growing company with a coast-to-coast presence, looking to expand multi-fold over the next few years.  We currently have over 500 employees in 35 states.  We maintain a network of subcontractor relationships that we routinely work with in another 8 locations.

POSITION SCOPE:  

Mammoth Tech Help desk technician must have the good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

DUTIES & RESPONSIBILITIES:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.  
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.  
• Determine the best solution based on the issue and details provided by customers.  
• Walk the customer through the problem-solving process.  
• Direct unresolved issues to the next level of support personnel.  
• Provide accurate information on IT products or services.  
• Record events and problems and their resolution in logs.  
• Follow-up and update customer status and information.  
• Pass on any feedback or suggestions by customers to the appropriate internal team.  
• Identify and suggest possible improvements on procedures.  
• Other duties as assigned. 

REQUIRED SKILLS/ABILITIES: 

• Excellent verbal and written communication skills. 
• Proficient in Microsoft Office Suite or related software. 
• Excellent organizational skills and attention to detail. 
• Excellent interpersonal skills. 
• Ability to explain technical information in understandable language to non-technical staff members. 
• Flexibility to work a variety of shifts with minimal notice 
• Available to work regular overtime 
• Proficiency with Windows Operating system and Thin Client environments 
• Excellent oral communication skills 
• Detail-oriented to keep detailed notes on tickets 
• Highly organized to keep Help desk tickets order 
• Ability to diagnose and resolve basic computer technical issues 
• Extremely motivated self-starter 
• Strong desire to learn 
• Ability to work as a Team member 

QUALIFICATION/EDUCATION AND EXPERIENCES:

• High School diploma or equivalent  
• 2+ years of experience working in a help desk environment 

PHYSICAL REQUIREMENTS: 

• Prolonged periods sitting at a desk and working on a computer. 
• Must be able to lift up to 15 pounds at times. 
• This position will be located in one of our offices and can be remote until the office reopens
• This position will be required to work 5PM - 1 AM EST and possibly a rotating on call schedule.

Mammoth Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  

Mammoth Tech is an Affirmative Action/ Equal Opportunity Employer.