Job Description
Title: Service Desk Agent / IT Customer Support Rep.
Interview process: One round 30-min video panel interview
Hours: Mon-Fri, 8am-5pm or Multiple shifts could change for needed shifts. Some OT expected for this position.
Note: In Office Position and/or Hybrid Rotation - Hybrid expectation is that agents will be onsite 3 days/week and remote 2 days/week. Schedule determined with Client team.
Scope/Purpose of Position:
- To provide support of authorized IT Devices for business use in connection with client’s IT platforms, resources, services, and systems in serving the operational interests of the company.
- Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support. Support channels include, phone, chat and walk-up.
Responsibilities:
- Responds courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
- Effectively use ServiceNow to manage tickets throughout their lifecycle.
- Contribute towards meeting or exceeding SD metrics, targets and goals.
- Follows all client’s IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.
- Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.
- Interact with vendor technical support to ensure effective resolution of 3rd party services.
- Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams. Proactively initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.
- Customer scheduling/follow-ups.
- Monitor the queue and action or route tickets.
- Inform leadership of broader issues impacting users or the team.
- Interact with teammates throughout the day to share information and knowledge.
- Fulfill all administrative requirements on-time.
- Answer, respond to and route Corporate Calls as needed.
Required Education, Experience and Skills:
- Associate degree in IT or related professional certification - Preferred. Minimum High School Diploma or GED - Required.
- A minimum of 2 year of IT Helpdesk or Service Desk experience.
- Time management. Ability to meet and keep a schedule. Ability to multitask, complete tasks and meet deadlines in a fast-paced environment.
- Customer service experience, preferably in a call center environment.
- Strong work ethic with an attention to detail and a positive attitude.
- Self-starter, able to work in team environment and motivate others.
- Strong technical abilities, including knowledge and skill with computers and mobile devices.
- Strong organization, and planning skills, with ability to handle changing priorities.
- Interpersonal skills, empathy, patience, and ability to communicate clearly.
- Must be fluent in English, with the ability to read, write, and comprehend.
Desired Skills:
- Microsoft-based applications, with emphasis on Windows 11, Microsoft O365, Teams, etc.
- Experience with call management software such as Finesse or similar
- Quality / documentation experience
- Familiarity with Microsoft Azure.
- Active Directory Administration
- Experience resolving Outlook issues such as mail file size and data files (.ost)
- Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.
- Configuration & distribution of corporate mobile devices
- Troubleshooting Cisco VPN and Pulse clients
- Facilitating Citrix connectivity
- Remediating Symantec Endpoint Protection
- LogMeIn remote connection/utilization or similar tool
- MEMC Deployment of software
- Asset management skills
- Edge and Google Chrome support
- Installation/configuration of various Adobe products /Software
- Printer/driver troubleshooting & installation
- ServiceNow or similar ticket management tool
- Knowledge base utilization.
Travel: 0-10% Will be required to travel to Solutions Bar location within Corning Valley when scheduled.
Job Tags
Work at office, Remote work, Shift work, 2 days per week, 3 days per week,