Job Description

Position:

Help Desk Agent

Description:

As a Help Desk Agent, you will provide excellent customer service to users in a large enterprise environment. Responsibilities include responding to user trouble tickets based on established Service-Level Agreements (SLAs) via phone, chat, or email. You will perform daily user support activities for hardware and software issues over the phone and in person. Utilize helpdesk software such as ServiceNow (including ITSM modules, Virtual Agent, and ACD IVR applications) to track trouble tickets, histories, and resolutions. Use remote assistance tools for troubleshooting, assist users with installing and configuring supported software and hardware, and provide general network access support. Follow up with users to ensure satisfactory resolution, escalate issues when necessary, document incidents, and direct the activities of other specialists as needed.

Requirements:

2+ years of relevant customer service and technical support experience. 2+ years of IT technical experience with microcomputers, DOS and Windows operating systems, office application suites (word processors, spreadsheets, presentation apps, databases), and client-server applications. Knowledge of Customer Experience (CX) best practices and Knowledge-Centered Service (KCS) is a plus. Experience with ticket and call management systems (e.g., Avaya Elite Multi-channel & Call Management System) preferred. Excellent communication skills, ability to work independently and as a team, strong problem-solving skills, and the ability to obtain and maintain a Government Security Clearance as required. US Citizenship required.

Benefits:

Affirmative Action Employer. 401(k), 401(k) matching, dental insurance, flexible schedule, flexible spending account, health insurance, health savings account, life insurance, paid time off, professional development assistance, referral program, retirement plan, tuition reimbursement, vision insurance. Ignite IT is an Equal Employment Opportunity employer.

Job Tags

Flexible hours,

Similar Jobs