*****THIS IS A SERVICE DESK AGENT POSITION*****
Hours: 6AM - 3PM Monday - Friday
No OT expected for this position
The IT Service Desk Agent will provide technical assistance and support for incoming requests and problems related to computer systems, software, hardware and infrastructure via a contact center. The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and MS Office suites (2010/2013/2016). Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
Daily tasks include (but are not limited to):
o Active Directory Administration
o Configuration & distribution of corporate mobile devices
o Microsoft Exchange Server support & administration
o Troubleshooting Cisco VPN clients
o Facilitating Citrix connectivity
o Remediating Symantec Endpoint Protection
o Dameware remote connection/utilization
o Altiris Deployment server utilization
o Asset management skills
o Internet Explorer and various browser(s) support
o Installation/configuration of various Adobe products
o Account migrations (within & cross-domain)
o Printer/driver troubleshooting & installation
o ServiceNow utilization
o Cisco WebEx service support
o Box user administration
Additional responsibilities may include:
o Documentation (records) management
o Knowledge base utilization
o Customer scheduling/follow-ups
o End user incident/request escalations
o Multi-team interaction and/or technical roundtable participation
o Application support
Performance is measured on a variety of key performance indicators, including First Call Resolve, SLA, and customer service. The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines. This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts. The IT Service Desk Agent will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested). Excellent communication skills, phone presence, organizational skills, and multitasking are necessary attributes to meet the
expectations of the position.
**NOTE** The primary role of the IT Service Desk Agent is to restore service, NOT root cause analysis.
**NOTE** While this is an entry level position, the candidate’s progress will be evaluated and they may be considered for future development opportunities within the Service Line and/or other organizations.
Candidate Must Have: Strong technical skills, customer service background, excellent communication skills, and the ability to multitask.