portal resources jobs companies f fourlane helpdesk technician

Helpdesk Technician 🔥


Location: Austin, TX
Telecommute: Work from home
Job Type: Full Time / Salaried
Salary: $45K-50K per year base + quarterly bonus opportunities

General Overview

This position is for a full-time helpdesk technician in the Austin, TX area; it is a 100% work from home (some local travel for work assignments is required). Candidates time will be split between working helpdesk tickets, onboarding new hires, equipment management, and assisting with project work as needed.

Responsibilities

  • Serve as the first point of contact for customers needing technical assistance over the phone, chat, or email.
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system.
  • Perform 100% remote troubleshooting through diagnostic techniques and walk customers through problem-solving processes.
  • Provide accurate information on IT products or services.
  • Record all events, problems, and their resolution using internal ticketing system.
  • Follow-up and update customer status and information daily.
  • Monitor internal reporting for desktop management.
  • Pass on any feedback or suggestions from customers to the appropriate internal team(s).
  • Identify and suggest possible improvements on process and procedures.
  • Contribute regularly to internal Knowledge Base and Wiki.
  • Assist in asset management and maintenance using internal systems.
  • New Hire Training and Orientation around Fourlane’s core applications and systems.
  • Onboarding/offboarding processes as required (account administration and hardware).
  • Track/Ship/Receive technology equipment as required via 3rd Party Shipping partner.
  • Contribute to department projects and initiatives.
  • Participate in weekly Team Meetings.
  • Local travel in Austin, TX area for occasional work assignments.

Requirements and Experience

  • Experience as a help desk technician or other technical, customer support role.
  • Tech savvy, with working knowledge of office automation products, SaaS technologies, and remote-control applications.
  • A strong working knowledge of computer systems, both hardware and software.
  • Hands on experience with diagnosing and resolving technical issues.
  • Strong problem-solving, analytical, and team-working skills.
  • Excellent communication and interpersonal skills.
  • An openness to learning new technologies.
  • Customer-oriented and patient.
  • Self-Starter and able to work independently.
  • Excellent organizational skills and attention to detail.
  • Some experience in WordPress and/or WooCommerce.

Workplace Expectations

  • Manage your time on shared calendar for transparency and company awareness of your availability.
  • Show flexibility and adaptability toward change.
  • Adhere to Fourlane’s internal management policies and procedures.
  • Exhibit work behavior consistent with Fourlane’s core values.

Ideal Candidate Will Demonstrate

  • Ability to act with integrity, professionalism, and confidentiality.
  • Ability to work independently within a team dynamic.
  • Excellent interpersonal, negotiation and conflict resolution skills.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Ability to prioritize tasks and to delegate them when appropriate.

Fourlane Benefits

  • Fully Remote Work Environment
  • Bi-weekly Internet Stipend
  • Company Issued Laptop, Monitors, Headset and Software Tools
  • 100% Employer Paid Medical, Dental, Vision and Life Insurance for Employees
  • Employer Matched 401(k) Contributions up to 6%
  • Paid Time Off and Flex Time Off
  • Charitable Time Off or Employer Matched Charity Donations up to $500 Annually
  • Paid Holidays
  • Professional Development Reimbursement
  • Wellness Reimbursement
  • In Person and Virtual Company Retreat

Let us send you new openings similar to Helpdesk Technician straight to your Inbox. Weekly or Daily. 7-day free trial đź’Ś

The ability to work remotely increases employee happiness by 20 percent.