Technical Service Desk Agent

Job Summary

Providing first-level support remotely, the full-time Technical Service Desk Agent will respond to customer requests related to software, hardware, and network operations while ensuring high levels of first contact resolution and accurate documentation of incidents.

Key responsibilities

• Respond to and resolve customer inquiries via telephone and other media, ensuring efficient and friendly service
• Document calls and incidents accurately while managing time and workload to meet service level agreements
• Perform diagnostics to initiate problem management workflows and assign incidents to the appropriate support groups

Required qualifications

• High School diploma required; Associate's Degree or relevant certifications preferred
• 2-4 years of related experience in IT service delivery
• 6 months of IT Service Desk experience or equivalent support experience
• 6 months of experience providing Level 3 support for MS Office, MS Exchange, and Windows networks
• Working knowledge of data and voice network concepts