Help Desk Technician at CornerStone TTS

Help Desk Technician

Location: Fort Worth, TX 76177
Work Setting: Hybrid
Type: Long-Term Contract
Compensation: $19-$24/hour

The Technical Help Desk Technician provides second-level support for standard software, hardware, ordering systems, handheld devices, and the activation of digital certificates. This role involves diagnosing and addressing end-user needs with professionalism and efficiency, ensuring issues are resolved promptly and to the satisfaction of the customer.

The position also requires delivering technical training and support to internal staff and external customers over the phone. The role is rooted in a commitment to customer satisfaction, offering seamless support and striving for first-call resolution to enhance the user experience.

Responsibilities:

• Provide technical solutions, including but not limited to:
  • Identifying, researching, and resolving technical issues.
  • Responding to inquiries via phone, chat, email, or in person.
  • Documenting, tracking, and monitoring reported problems to ensure timely resolution using CRM tools like Salesforce.
  • Escalating significant or recurring issues to Business Analysts or Team Leads.
• Work in assigned call queues as directed by Workforce Management.
• Maintain high standards of independence and productivity, ensuring quality and timeliness in results.
• Consistently meet departmental performance metrics (e.g., call quality, issue resolution, schedule adherence, and attendance).
• Contribute to special projects and perform other assigned duties as needed.

Minimum Qualifications:

• 2+ years of experience in a Help Desk or call center environment.
• A technical degree or relevant certification.
• Experience with remote desktop troubleshooting and technical support for software and mobile devices.
• Strong customer service and troubleshooting skills.
• Ability to effectively communicate technical concepts to diverse audiences, including technical and non-technical users.
• Proficiency in building rapport, active listening, and problem-solving.
• Strong written and verbal communication skills.
• Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience using ticketing systems like Salesforce.

Key Responsibilities:

• Provide remote technical support to users experiencing issues with ordering systems and related platforms.
• Ensure timely and effective resolution of technical problems for customers across various sectors, including internal teams, healthcare facilities, and retail partners.

This role emphasizes delivering exceptional customer support while maintaining a focus on accuracy, timeliness, and technical expertise.