Job Description

Job Summary

The Service Desk Agent is the first point of contact for customers and employees seeking technical assistance. This role involves providing support for IT-related issues, troubleshooting problems, and ensuring that all service requests are resolved efficiently and effectively. The Service Desk Agent will work closely with other IT teams to escalate complex issues and ensure a high level of customer satisfaction.

Key Responsibilities

1. **Customer Support:**

• Provide first-level contact and problem resolution for all users with hardware, software, and applications problems.
• Respond to requests for technical assistance in person, via phone, or electronically.
• Diagnose and resolve technical hardware and software issues.
• Follow up with customers to ensure issues have been resolved.

1. **Incident Management:**

• Log all help desk interactions and track issues through to resolution.
• Prioritize and manage multiple open cases at one time.
• Escalate complex issues to the appropriate IT teams or higher-level support.

1. **Technical Assistance:**

• Install, modify, and repair computer hardware and software.
• Provide support for network connectivity issues.
• Assist with password resets and account unlocks.
• Support and maintain user account information including rights, security, and system groups.

1. **Documentation:**

• Create and maintain documentation for common issues and resolutions.
• Update self-help documents and user guides.
• Document all troubleshooting steps and solutions in the knowledge base.

1. **Training and Development:**

• Stay current with system information, changes, and updates.
• Participate in training sessions to enhance technical skills and knowledge.
• Assist in training new service desk agents.

1. **Compliance and Security:**

• Ensure compliance with company policies and procedures.
• Follow security protocols to protect sensitive information.
• Report any security incidents or breaches immediately.

Skill Requirements

**Education:**

• High school diploma or equivalent; associate or bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• **Experience:**
• 1-2 years of experience in a technical support role or similar position.
• Experience with help desk software, remote support tools, and ticketing systems.
• **Technical Skills:**
• Proficiency in Windows and Mac operating systems.
• Knowledge of Microsoft Office Suite and other common business applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with hardware troubleshooting and repair.
• **Soft Skills:**
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Customer-focused with a positive attitude.
• **Certifications (Preferred):**
• CompTIA A+, Network+, or similar certifications.
• ITIL Foundation certification.

Other Requirements

**Working Conditions:**

• This role may require working in 24/7 shifts, including evenings, weekends, and holidays.

**Reports To:**

• Service Desk Manager or IT Support Manager