Job Description

Hybrid IT Help Desk Specialist

Pearl Interactive Network is seeking Hybrid IT Help Desk Specialists. Applicants MUST reside in the Louisiana market (Bossier City).

Bring your knowledge and technical skills in computer software and systems support to Pearl. The IT Help Desk Specialist will manage inbound calls in a fast-paced, high-energy environment and assist users by researching technical issues, exploring answers, and providing information and alternative solutions.

Pearl offers competitive compensation and benefits to include:

• Hourly rate plus $5.09 per hour toward additional health and wellness benefits
• Medical, dental, vision, and life insurance
• Paid time off, paid holidays
• 401K eligibility
• Ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating hours: Specialists must be available to attend a paid 3 weeks training session. Training is conducted M-F, approx 40 hrs per week. 24/7/365 operations.

Location: Bossier City, LA

Technical equipment and remote office requirements:

1. Broadband internet connection with a minimum download speed of 40 Mbps and upload speed of 10 Mbps. No satellite connections. Test your network at speed.cloudflare.com to verify before you apply.
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor, and headset will be provided.

Essential duties and responsibilities:

• Respond to incoming service calls and/or to self-service ticketing queues on behalf of our client to provide accurate and appropriate information.
• Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved.
• Utilize troubleshooting techniques to resolve hardware, software, and network issues.
• Document incident status and solutions in incident database tools.
• Diagnose, identify, isolate, and analyze problems utilizing historical database records.
• Adhere to established levels of service.
• Stick to established customer service and documentation standards within required time frames.
• Adhere to contact center scheduling during hours of operation.
• Perform clerical and/or administrative duties as assigned.

Education and/or work experience requirements:

• High school diploma required
• AA/AS, or equivalent in a related field of study preferred
• 1+ years of related experience
• U.S. citizenship required
• Residents must live within a 60-mile radius of the Bossier City, LA, facility. Will be required to work onsite three times per week.
• Must be eligible to obtain public trust clearance
• Availability to work any shift during hours of operation (24 hours a day, 7 days a week)
• Home office or a quiet space to work and reliable high-speed internet access
• Experience troubleshooting software and hardware issues (Windows and MAC O/S, internet systems, and networking)
• Familiarity with contact center management database
• Previous experience working with a ticketing system

Physical requirements:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background investigation, credit check, eQIP suitability

Attention job seekers: Please be advised that our company determines wages in accordance with geographical location and in compliance with Service Contract Act (SCA) regulations. This policy ensures that our compensation packages are competitive within local job markets and adhere to federal standards. We are committed to fair and equitable pay practices across all our operations. Thank you for your interest in joining our team. Pearl Interactive Network, LLC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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