Help Desk Representative

Onsite in Durham, New Hampshire, Radianse is seeking a Help Desk Representative to join the team. This technical support role acts as the first point of contact for customers, leveraging product knowledge, basic networking, and Windows operating system expertise to troubleshoot issues. The position is available in both full-time and part-time formats.

Overview

The role is an onsite technical support position in Durham, NH. You will resolve issues using your familiarity with the products, Windows OS basics, and networking concepts, serving as the initial touchpoint for customers and end users.

Responsibilities

• Communicate clearly with end users, colleagues, and management to resolve issues promptly and maintain customer satisfaction
• Provide assistance and support for incoming support tickets and emails
• Identify the problem and guide toward a timely solution
• Escalate calls to more experienced team members when needed
• Walk customers through the problem-solving process
• Follow up with customers to confirm that the issue has been resolved
• Log detailed records of daily interactions with customers in the ticketing system
• Maintain and contribute to the documented knowledgebase articles
• Assist with other support tasks as needed

Requirements

• All education levels are welcomed if there is experience with phone support, Windows, and networking
• Willingness to be flexible and learn new skills as required
• Strong written and verbal communication abilities
• Ability to work independently
• Commitment to delivering high-quality customer service
• General knowledge of Windows and Microsoft Office applications

Technologies

• Windows
• Microsoft Office

Experience

• Phone support: 1 year (Preferred)
• Windows troubleshooting: 1 year (Preferred)

Location & commute

Durham, NH 03824 (onsite). Ability to commute to this location is required.

Work setup

Work location: In person

Compensation

Pay rate: $16.00–$18.00 per hour

Benefits

• Paid time off

Job Type

Full-time