Mighty Acorn Digital

Help Desk Tier 1

Mighty Acorn Digital

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $20 - $26 per hour

Job Level

Mid-LevelSenior

About the role

  • Resolve common technical issues such as login problems, browser compatibility, navigation difficulties, session timeouts, and file upload/download issues.
  • Provide general usage guidance and self-service support through email communication.
  • Categorize, prioritize, and log all incidents using consistent tagging and severity levels.
  • Differentiate between technical and business/policy-related inquiries, and routing non-technical requests to the appropriate team.
  • Escalate issues such as software bugs, integration failures, or backend data inconsistencies to the Tier 2 team following a set escalation process.
  • Fully remote position; must be located in and working from the contiguous United States.
  • You’ll be working alongside members of the Mighty Acorn team in support of a web-based user application that we built for a client.
  • Primary responsibility will be to triage and address routine technical issues, usability questions, and general assistance related to day-to-day use of the application submitted via email.

Requirements

  • In alignment with Mighty Acorn’s core values, you’ll have a collaborative spirit and be excited to make a positive impact with your work.
  • Comfort using computers and common software tools, such as a Mac or PC with browsers like Safari or Chrome, with or without assistive technology.
  • Experience using email programs to communicate clearly, track issues, and provide support.
  • Skill in listening and comprehension, with the ability to understand what is being described, and the ability to explain solutions clearly and respectfully in a way that works for the end user.
  • Strong critical thinking skills to assess issues, identify solutions, and select the most appropriate approach using available resources.
  • Ability to keep accurate records of issues and resolutions with attention to necessary details, with the support of provided documentation tools.
  • Ability to troubleshoot and resolve common technical issues, using reference materials and documentation, and escalation processes when needed.
  • Capacity to work independently while knowing when to seek guidance to ensure accurate support.
  • Willingness to follow established processes for categorizing, prioritizing, and escalating issues.
  • Ability to respond productively and adapt to new information or unexpected situations using available resources and reference material.
  • Ability to manage your workload effectively within agreed-upon hours, using available organizational tools and supports as needed.
  • Must be able to read, write, speak, and understand English at a level sufficient to provide clear guidance, respond to user inquiries, and document technical issues accurately.
  • This role requires work be performed from within the contiguous United States.
  • Candidates must either hold active US citizenship or a green card, and should possess work authorization that does not require any present or future visa sponsorship by Mighty Acorn Digital.
  • Candidates selected for the role must pass a criminal background check prior to their start date.
  • Candidates must have a fast (>100Mbps) and reliable internet connection and have a dedicated workspace with background noise at an appropriate level for audio calls.