Service Desk Agent

General Summary

Provides on-site Tier 2 technical end user support to an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise environment.

Job Responsibilities

• Resolve or refer IT issues; Solve technical issues in a professional manner or escalate in a timely manner, bringing in other subject matter experts as required.
• Enter IT problem descriptions into ticketing system and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.
• Manage hardware assets and track via asset management applications.
• Troubleshoot and repair Desktop/Laptop and thin client, printer, and mobile device hardware.
• Troubleshoot peripheral devices (Printers, Smartphones, Scanners etc.).
• Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
• Run various diagnostic programs for troubleshooting or monitoring purposes.
• Provides support to end users on a variety of moderately complex issues. Responds to telephone calls, email and personnel requests for technical support.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures with minimal direct supervision from the computer support supervisor.
• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Refers major hardware or software problems or defective products to vendors, technicians, or next tier for service.
• Collaborates with team members to resolve information technology issues and implement process improvements.
• Assists in the development of training materials and procedures, or trains users in the proper use of hardware or software.
• Ability for light travel and support to offsite locations.

Minimum Qualifications

• 3-5+ years IT experience in an IT Service Desk Tier 1 Enterprise position.
• Possess a working knowledge and progressive experience in a Microsoft computer support
• Experienced in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment
• Familiar with supporting smartphones and other mobile devices
• Demonstrate the highest possible standards of customer support and produce maximum customer satisfaction
• Strong interpersonal communication skills both written and verbal
• US Citizen able to pass a government background check.
• Bachelor of Science in Computer/Information Technology or a directly-related field is preferred however not required.

Other Job Specific Skills

• Must have strong communication skills (written, verbal, and listening) and be able to effectively communicate and grasp technical issues and work with clients.
• Knowledge of assigned hardware and/or software products required.
• Requires working knowledge of personal computers and peripherals.
• Stays up to date technically and applies new knowledge to job.
• Understands how systems should work and how changes in conditions, operations, and the environment may affect outcomes
• Knowledge of principles and processes for providing customer and personal services to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Actively looks for ways to help people in the most efficient manner.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Understands the implications of new information for both current and future problem-solving and decision-making

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