On-Site IT Support Agent
Fagron was founded in Rotterdam (The Netherlands) in 1990 and is a dynamic organization with over 3,000 employees worldwide. As the global market leader in personalized medicine, we are highly passionate about being at the forefront of our field. Each day, we are committed to improving the lives of millions of people across the world by optimizing and innovating personalized pharmaceutical solutions. If you would like to be part of such an important challenge and feel you would thrive among dedicated and passionate colleagues, then chances are you will discover a career at Fagron that you'll love! Together we create the future of personalizing medicine.
About the role
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.
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.
Requirements
- 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.
- 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.
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.
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