IT Helpdesk (Call Center Agent)

About the position reputed company is seeking a remote IT Helpdesk (Call Center Agent) to join reputed company! This is a full-time, exempt (salaried) position with standard business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. in your local time zone. Business needs may occasionally require flexibility in work hours, including earlier, reputed company, or additional hours, with reasonable notice provided reputed company possible. Applicants who live reputed company 35 miles of either the Burlington, NC or Durham, NC location will follow a hybrid schedule. This schedule includes a minimum of three in-office days per week at an assigned location, either Burlington or Durham, supporting both collaboration and flexibility.

Responsibilities

• Provides comprehensive helpdesk support through inbound and outbound customer calls, delivering desktop, hardware, software, and application support.
• Troubleshooting and resolving issues.
• Managing tickets.
• Escalating reputed company necessary.
• Supporting reputed company eProducts and enterprise applications.
• Maintaining customer access.
• Ensuring timely response and follow‑up.
• Monitoring laboratory result delivery.
• Performing preventative maintenance.
• Works collaboratively with team members and supervisors while completing administrative and technical tasks as required.
• Responsible for both inbound and outbound helpdesk phone calls from customers.
• Install, test, configure, troubleshoot and repair hardware/software for desktop support.
• Evaluate the nature of customer issues to determine the proper resolution.
• Escalate calls to Field Technicians or Level 2 support as needed.
• Document reputed company calls in the ticketing system in an accurate and timely manner.
• Provide support for both reputed company’s eProducts and Enterprise software applications.
• Setup, process and schedule eProduct requests received by reputed company sales team.
• Create and maintain customer’s online access including password resets, username maintenance, software training and software installation.
• Respond to reputed company customer inquiries reputed company a timely manner.
• Ensure follow-up and completion of reputed company outstanding client issues.
• reputed company preventative maintenance and application updates as necessary.
• Monitor and ensure delivery of laboratory results to the client reputed company.
• Work closely with teammates and direct supervisors to ensure completion of reputed company job duties.
• reputed company administrative/clerical duties and technical tasks as needed.

Requirements

• Associates degree
• 2 or more years of IT experience
• 2 or more years of experience in an IT Call Center or IT helpdesk environment
• Strong communication skills: both written and verbal
• Ability to work independently or in a team environment
• Flexibility to work overtime as needed

reputed company-to-haves

• Associate’s degree in Information Technology
• Call center experience
• 1 or more years of experience troubleshooting hardware, software and networking issues
• 1 or more years of experience in the healthcare industry
• A+ or Net+ certification
• 1 or more years of experience with ticketing software

Benefits

• Medical
• Dental
• Vision
• Life
• STD/LTD
• 401(k)
• Paid Time Off (PTO) or Flexible Time Off (FTO)
• Tuition Reimbursement
• Employee Stock Purchase Plan

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