Service Desk Agent

Responsibilities

• Support the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.
• Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.
• Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.
• Researches customer concerns and find appropriate resolutions.
• Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.
• Other duties as assigned.

Qualifications

• High School and 1-2 years of sufficient IT help desk / technical service experience supporting a service desk with relevant certification.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
• Willing to work effectively within a team environment in a fast-paced support role.
• Ability to obtain the HDI Customer Service Representative Certification within 6 months of employment.
• Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.

Pay

Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Schedule

Shifts are M-F 7am-7pm EST.