Service Desk Agent

Job Description: Are you a technical-savvy, customer-focused individual who likes to help others resolve their PC difficulties and IT-related issues over the phone and email? If yes, don’t wait too long to apply for this IT Service Desk Technician role with our Managed Services team, which wants to invest in you!, · Provide support for basic incident resolution and requests reported to the service desk.

· Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.

· The Service Desk Agent is responsible for collecting information through customer conversation and accessing support tools and additional support staff (service resources) if needed.

Do you have experience in macOS?, Do you have a High school diploma or GED?, · Strong troubleshooting and problem-solving skills?

· Excellent communication and interpersonal skills?

· Basic Network Administration knowledge?

· Proven experience in an IT support or service desk role?

· Basic knowledge of Windows/Mac OS, Microsoft O365, and common IT systems?

· Familiarity with help desk software (e.g., ServiceNow, Jira, etc.)?

· Familiarity with remote desktop tools such as TeamViewer or Bomgar?

· Ability to work independently in a fast-paced environment and manage multiple priorities?, · High school diploma or equivalent.

· CompTIA A+ Certification preferred.

· ITIL certification or understanding of IT Service Management (ITSM) processes (preferred).

Other Requirements:

• Must pass a Criminal Justice Information Systems (CJIS) background check upon hire.
• Must have reliable transportation.

Physical Requirements:

· Prolonged periods sitting at a desk and working on a computer.