Description

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!

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 SLAs
• Perform remote troubleshooting to hardware and software using local and cloud-based resources
• Collaborate with peers on complex issues
• Record events and problems and their resolution in logs
• Follow-up and update agent status and information
• Identify and suggest possible improvements on procedures
• Install and configure hardware and software components
• Repair or replace damaged hardware
• Upgrade systems to maintain compliance
• Test and evaluate new technology, hardware, and software
• Define software, hardware, and network requirements
• Prepare work from home kits to the specifications and ship to agent as required
• Coordinate collection of equipment from terminated employees
• Keep spreadsheet with records of return equipment status and follow up with managers as needed
• Keep inventory of all equipment with an inventory control platform
• Check 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 PC
• Monitors 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 Insurance
• 401(k) plan with company match, employee stock purchase plan
• Paid vacation, holidays, and sick time
• Employee discounts, tuition reimbursement, dependent scholarship awards
• Work 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 provider
• Consecutive years of improved earnings with over 2 million customers
• Orkin is financially stable and growing as the largest subsidiary of Rollins, , (NYSE: ROL), headquartered in Atlanta, GA
• Orkin's National Contact Center is a high energy, fun and collaborative work environment with strong management

Are you ready to be an Orkin Pro?

What's required

• High school diploma or equivalent
• Proven experience as a help desk technician or other technology support role
• Technology proficient with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Intermediate knowledge of all MS office products and other Company operating systems or ability to learn new systems
• Ability to diagnose and resolve advanced technical issues
• Ability to pass a drug screen and background checks
• Ability to perform the requirements of the job with or without accommodations
• Experience with Microsoft Power Apps is a plus

Work from home requirements

• This is a hybrid position with approximately 60% in-office work and 40% WFH
• Appropriate workspace in your home, private/semiprivate home-office space free of distractions and background noise
• A workspace with adequate furnishings (e.g., a desk and chair) and lighting
• Minimum 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 skills
• Customer-oriented and composed
• Good organizational and time management skills
• An ability to meet strict deadlines
• Knowledge of OC3 principles and practices
• Effective listening skills
• Multi-tasking capabilities
• Exemplary Attendance and Reliability

Orkin is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer