IT - Service Desk Agent
Job Type
Full-time
Description

  

Job:  Service Desk Agent

Department: IT

Location Reno

Reports To:  IT Operations Manager US


 Sign-On Bonus $1000.00, $500.00 after 3 months of employment and $500.00 after 6 months of employment.  


Description


As part of a global IT Team the IT Service Desk Agent acts as the single point of contact for end users, applying customer service and technical skills to document, manage and fulfill user requests. This position plays a key role in supporting the IT team in exceeding business expectations while providing support across a wide range of IT services. In addition to gathering information through user conversation the Service Desk Agent applies a close attention to detail while documenting, scoping, and prioritizing tasks prior to escalation to further lines of support. Additional responsibilities of this role include configuring and deploying assets, managing IT inventory, deploying software to workstations, providing remote and deskside support, and maintaining a knowledge base with the support of their team. 


Primary Responsibilities and Duties

  • Act as a single point of contact for IT requests
  • Phone support
  • First call resolution
  • Basic user support
  • Triage incoming request while working closely with users to identify and document incidents, problems and requests
  • On-site support for primary location
  • Remote support for all North America locations and remote users
  • Clear and consistent documentation of completed tasks as part of escalation to further lines of support
  • Management of updates to daily first level ticket queues
  • Follow defined IT processes
  • Support of company onboarding processes for new employees
  • Configuration and deployment of workplace hardware, software, and mobile devices
  • Management of audiovisual equipment in conference rooms and training centers
  • User and account management
  • Asset management and maintenance of the CMDB to ensure accurate inventory records
  • Adhere to company policies and protocols
  • After hours support and maintenance as required
  • Other duties as assigned


Requirements

 Education Requirements 

  • Associate degree (preferred)
  • Basic ITIL Certification a plus
  • 1 year minimum experience supporting desktops, applications, and mobile devices

Qualifications 

  • Excellent customer service skills
  • Knowledge and experience:
  • MS Windows and MS Office
  • Active Directory
  • IT ticketing systems
  • Software deployment tools
  • Mobile device management solutions
  • Basic understanding of network fundamentals
  • Ability to adhere to defined processes and procedures and suggest improvements
  • Ability to work in a team environment and take initiative
  • Ability to effectively prioritize and handle multiple tasks simultaneously
  • Excellent written and verbal communication skills

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