Service Desk Agent

Position Summary: Level 1 Service Desk Agent will:

• Provide initial support for customer requests via telephone, email, chat, or other available means of contact to the Support Center
• Quickly assesses the user s issue and provides first level support for problem resolution. Document information specific to the resolution and escalates unresolved issues expeditiously to the appropriate area
• Require familiarity with most MS Office and other industry standard applications as well as good working knowledge of laptop and desktop functionality
• Work under close supervision and typically reports to the Service Desk Manager, * Answer incoming calls and requests, troubleshoot, solve problems, and provide resolutions to supported users within the contracted scope of support for each client
• Process and document user interactions using supplied ticketing system, knowledge base and other resources
• Help users with software and login issues
• Perform failure analysis to evaluate all processes and diagnose all software systems
• Serve as liaison between helpdesk and desktop support
• Troubleshoot and assist with a variety of issues on both PC, iPad, and iPhone
• Perform root cause analysis
• Remote software installs
• Follow through with users whose issues are not closed on initial contact, which may include additional communication with the user, a supervisor, or other support areas within the team, i.e., Hardware Liaison, Technical Liaison, etc.
• Respond to miscellaneous request and research from internal staff as directed by the Supervisor.
• Attend job related training
• Complete Weekly Personal Time Watch

• HS Diploma or equivalent.
• PC Hardware.
• Mobile device usage, configuration, and troubleshooting (Apple and Android).
• Windows 10 usage, configuration, and troubleshooting.
• Remote Support Tools.
• Basic Networking knowledge (Wi-Fi and ethernet).
• Active Directory.
• Software Installation.
• Microsoft Office (Excel, Word, PowerPoint, Outlook) troubleshooting and usage in a corporate environment.

Additional Skills:

• Critical thinking
• Customer service orientated
• Detail oriented
• Technical troubleshooting
• Active listening
• Ability to communicate technical information to a non-technical audience
• Self-motivated

Requirements for working from home:

• Quiet environment away from distractions.
• Highspeed internet (ethernet to router connection for supplied equipment is necessary to maintain consistent call quality).
• Enough space to accommodate supplied equipment required for job function: Laptop(s), iPads, monitor.