Our Desktop Support Technician will be key to support the entire Orkin Customer Contact Center (OC3). In this role, the successful individual will oversee our current systems and assets, assist with upgrades and fixes and provide support and assist with equipment requests and returns. Our ideal candidate has extensive knowledge of computer hardware and software, PC repair, and advanced industry knowledge to keep us on the cutting edge. From day one, you’ll have an immediate impact on the day-to-day efficiency of the OC3, and an ongoing impact on our continued growth.
Ready for your opportunity to make a difference? We are seeking top IT talent to support our Contact Center!
Responsibilities
At Orkin, our purpose is to help protect the world where we live, work and play. We have a FAST PACED, fully remote National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service, and termite billing/claims teams.
You will…
Resolve tickets escalated from the helpdesk in a timely manner to meet SLAsPerform remote troubleshooting to hardware and software using local and cloud-based resourcesCollaborate with peers on complex issuesRecord events and problems and their resolution in logsFollow-up and update agent status and informationIdentify and suggest possible improvements on proceduresInstall and configure hardware and software componentsRepair or replace damaged hardwareUpgrade systems to maintain complianceTest and evaluate new technology, hardware, and softwareDefine software, hardware, and network requirementsPrepare work from home kits to the specifications and ship to agent as requiredCoordinate collection of equipment from terminated employeesKeep spreadsheet with records of return equipment status and follow up with managers as neededKeep inventory of all equipment with an inventory control platformCheck warranties on all PCs/Laptops and maintain details of all hardware assets with serial numbers and details of employee it was allocated to and when it should be replaced with new PCMonitors and audits all work from home set ups to ensure agents are following all WFH procedures
We Offer…
Comprehensive benefits package including medical, dental, vision & life Insurance401(k) plan with company match, employee stock purchase planPaid vacation, holidays, and sick timeEmployee discounts, tuition reimbursement, dependent scholarship awardsWork Environment:Opportunity for hybrid office and home-based working arrangements once onboarded and trained.
Why Orkin?
Founded in 1901, Orkin Pest Control is a global residential and business service providerConsecutive years of improved earnings with over 2 million customersOrkin is financially stable and growing as the largest subsidiary of Rollins, , (NYSE: ROL), headquartered in Atlanta, GAOrkin’s National Contact Center is a high energy, fun and collaborative work environment with strong management
Are you ready to be an Orkin Pro?
Qualifications
What’s required
High school diploma or equivalentProven experience as a help desk technician or other technology support roleTechnology proficient with working knowledge of office automation products, databases, and remote controlGood understanding of computer systems, mobile devices, and other tech productsIntermediate knowledge of all MS office products and other Company operating systems or ability to learn new systemsAbility to diagnose and resolve advanced technical issuesAbility to pass a drug screen and background checksAbility to perform the requirements of the job with or without accommodationsExperience with Microsoft Power Apps is a plus
Work from home requirements
This is a hybrid position with approximately 60% in-office work and 40% WFHAppropriate workspace in your home, private/semiprivate home-office space free of distractions and background noiseA workspace with adequate furnishings (e.g., a desk and chair) and lightingMinimum of 100 Mbps download and 50 Mbps upload high speed internet connection with minimal latency and/or packet loss
What you’ll need
Excellent communication skillsCustomer-oriented and composedGood organizational and time management skillsAn ability to meet strict deadlinesKnowledge of OC3 principles and practicesEffective listening skillsMulti-tasking capabilitiesExemplary Attendance and ReliabilityOrkin is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer