Service Desk Agent
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Service Desk Agent
Ref No.: 18-19429
Location: Irving, Texas
Start Date: 03/22/2018
 
Job Description: Service Desk Agent

Buy Rate :- $40/hr
Position Responsibilities:
·        Primary daily responsibilities include: managing technical support incidents, and provide functional support and assistance to a local and remote user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.
·        Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiency 
·        Participate in a weekly Genius Bar / Depot Support team that provides local and remote break/fix solutions to the Enterprise
·        Document activities and resolutions in ITSM solution
·        Create/support print queues on Windows based servers
·        Monitor ticketing system and email for notification and internal assistance requests
·        Troubleshoot and resolve problems to satisfy requests 
·        Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner 
·        Participate in regular quarterly training courses 
·        Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times 
·        Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
·        Improve knowledge of, and ability to operate, all technical support tools and technologies 
·        Provide end user training in small group sessions as well as perform new employee mentoring 
·        Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings or company town halls 
·        Contribute technical solutions to the IT Knowledge Base 
·        Participate in projects and initiatives as directed by leadership 
·         Person should be willing to travel , as required
 
 
Job Requirements
Qualifications:
·        Bachelor Degree in Information Systems, Engineering, or Computer Science, or equivalent experience         
·        3 years of previous hardware or software support experience in a large enterprise is highly desired
·        Demonstrated knowledge of PC/MAC hardware, software, components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices
·        Basic to Intermediate knowledge or a scripting language such as Perl or PowerShell is a huge plus
·        Knowledge in the following technologies: Microsoft Windows 7/8.x/10, Office Professional 2007 to 2016 (Outlook, Word, Excel, Access, PowerPoint), Cisco AnyConnect VPN and remote access clients, mobile devices, Microsoft Internet Explorer, Adobe Acrobat, SEP Antivirus client software, imaging tools, software distribution tools (System Center Configuration Manager, etc.)
·        Intermediate knowledge of understanding Microsoft Windows XP – 10 to 2012 R2 operating systems (workstation)
·        Intermediate knowledge of understanding Microsoft Office Suite (2013/2016)
·        Experience working with IP networking and networking protocols
·        Experience supporting end user workstations
·        Excellent writing, communication, and interpersonal skills. Technical writing is a plus
·        Strong Analytical, troubleshooting and problem solving skills