About the Company
CDW is a leading multi-brand technology solutions provider to business, government, education and healthcare organizations in the United States, the United Kingdom and Canada. Our primary service is to help customers choose and implement the right technology for their needs. We are dedicated to fostering a supportive and innovative environment for our employees and clients, and are now expanding our professional support services.
Job Description
Join CDW as an Online IT Service Desk Professional, specifically tailored to provide expert and empathetic technical support to 18-year-old teens. In this fully remote role, you will be the first point of contact for young users facing a variety of IT challenges, ranging from software issues and account management to basic hardware troubleshooting. Your primary goal will be to resolve issues efficiently, provide clear instructions, and maintain a positive and patient demeanor, ensuring a seamless and frustration-free experience for our younger clientele. This position requires strong problem-solving skills, a foundational understanding of IT principles, and an exceptional ability to communicate complex technical information in an easy-to-understand manner. As a remote position, you will work from the comfort of your home, collaborating with a dedicated team to uphold CDW’s reputation for outstanding customer service.
Key Responsibilities
- Provide first-level technical support for hardware, software, and network-related issues via chat, email, and phone.
- Guide 18-year-old users through troubleshooting steps with patience and clarity.
- Document all support interactions and resolutions accurately in the ticketing system.
- Escalate complex issues to senior technicians when necessary, ensuring proper hand-off.
- Assist with account management, password resets, and basic user setup.
- Educate users on best practices for cybersecurity and device maintenance.
- Collaborate with the support team to share knowledge and improve service delivery.
- Maintain up-to-date knowledge of common teen-oriented software, platforms, and devices.
- Participate in continuous training and development programs to enhance technical skills and customer service approaches.
Required Skills
- Excellent verbal and written communication skills with a focus on clear, empathetic language.
- Basic understanding of Windows and macOS operating systems.
- Familiarity with common applications like Microsoft Office Suite, Google Workspace, and web browsers.
- Strong problem-solving and critical thinking abilities.
- Ability to work independently in a remote environment.
- Patience and a positive attitude, especially when dealing with less technically savvy users.
- High school diploma or equivalent.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Associate's degree in Information Technology or a related field.
- CompTIA A+ or equivalent certification.
- Previous experience in a customer service or help desk role.
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow).
- Experience supporting gaming platforms or educational technology.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Employee assistance program.
- Opportunities for professional development and training.
- Flexible 100% remote work environment.
- Inclusive and supportive company culture.
- Employee discounts on technology products.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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