IT Service Desk Agent

• This position is based in Alpharetta, GA. Candidates must reside within a reasonable commuting distance or be willing to relocate. The role may involve occasional travel and/or relocation as required.
• High School Diploma/GED or equivalent educational qualification.
• At least 0-1 years of Information Technology experience
• Responsible for providing timely resolution of IT-related issues, ensuring minimal disruption to business operations, and delivering a high level of customer service.
• Technical aptitude with the ability to learn and support a broad range of IT systems and applications.
• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems
• Handle incidents, service requests, and troubleshooting activities across a variety of technologies, including desktops, laptops, mobile devices, operating systems, business applications, network connectivity, email systems, and collaboration tools.
• Diagnose technical problems, provide first-level support, escalate complex issues to specialized teams when necessary, and maintain accurate documentation within ticketing systems.
• Proficient in both oral and written communication, ensuring clarity and professionalism in all interactions
• Self-motivated with the ability to work independently and prioritize tasks under pressure.
• Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and Weekends

Preferred Qualifications:

• Excellent Communications and client interaction skills along with exceptional written and verbal skills as well as technical documentation
• Extraordinary Planning, Project Management, Coordination, and Analytical skills
• Hands-on experience in working in Global Delivery Model with onsite/offshore resources
• Exceptional Organizational Skills
• Ability to manage and prioritize tasks efficiently
• Readiness to demonstrate a proactive attitude
• Solid attention to detail and excellent written and verbal communication skills are required
• Ability to work in team in diverse/ multiple stakeholder environment
• Exposure to Computer Operating skills
• Attention to detail and problem-solving abilities.

The job entails sitting as well as working at a computer for extended periods of time providing front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.