On-Site IT Support Agent

About The Job

Are you a tech-savvy problem solver with a passion for helping others? We are looking for a dynamic and enthusiastic Helpdesk Agent to join our IT support team at our vibrant and fun offices in Decatur, Alabama. In this role, you'll provide top-notch technical assistance and support for computer systems, hardware, and software. You'll be the go-to person for resolving queries, running diagnostic programs, isolating problems, and implementing effective solutions in a lively and engaging work environment.

Key Responsibilities

• Be the first point of contact and deliver resolutions to user issues with a friendly and professional demeanor.
• Escalate unresolved queries to the next level of support promptly and efficiently.
• Track, route, and redirect problems to the appropriate resources.
• Keep customer data updated and produce clear, accurate activity reports.
• Guide customers through problem-solving processes with patience and clarity.
• Follow up with customers to ensure satisfaction and problem resolution.
• Use your excellent customer service skills to exceed expectations.
• Ensure proper recording, documentation, and closure of tickets.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles.

Qualifications

• Proven experience in providing help desk support.
• Proficiency in English.
• Working knowledge of help desk software, databases, and remote-control tools.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking abilities.
• A strong customer service orientation.
• Associate degree in Information Technology, Computer Science, or equivalent.
• 2 or more years of customer service experience.

Desired Skills

• Experience in a corporate or similar environment.
• Basic understanding of networking principles and Microsoft operating systems.
• Experience working in a Windows environment.
• Ability to work independently and manage time effectively.
• Strong analytical and problem-solving skills.
• Experience with office management software.
• Ability to image machines and familiarity with Microsoft Intune.

Physical Requirements

• Ability to lift and move computer equipment as needed.
• Ability to work in an office environment, which may involve standing and walking for extended periods.

Work Environment

• On-site position requiring physical presence at the Decatur, Alabama location.
• A fun, vibrant office environment where collaboration and creativity thrive.
• Regular team-building activities and social events to foster a positive and engaging workplace culture.

Benefits

• Competitive Salary & Bonus Program
• Health, Vision, and Dental Insurance
• Company Paid Life Insurance
• Generous Paid Holidays
• Paid Volunteer Time
• Generous Paid Time Off and Rollover
• Company matching 401K and Retirement Savings Plans
• Employee Assistance Program
• Flexible working arrangements