IT Help Desk Agent

It Help Desk Agent

The IT Help Desk Agent acts as a single point of contact for customers seeking resolution of technology-related issues through telephone, email, or web channels. This role provides Level 1 technical support for low- to medium-complexity issues and requires the ability to troubleshoot, analyze, resolve, track, escalate, and accurately document technical problems. The Help Desk Agent supports network and email connectivity, computer operating systems, hardware and software, internally developed applications, and mainframe and midrange operations. The position requires strong customer service, effective listening, and excellent written and verbal communication skills, along with good problem-solving and decision-making abilities. Candidates should have technical aptitude, PC literacy, and basic knowledge of Windows operating systems, as well as the ability to learn and apply technical information in a fast-paced and demanding work environment. The role requires reliability, flexibility, self-motivation, organization, attention to detail, and adherence to established policies and procedures. The position includes a 3-week instructor-led training program to support the development of the technical knowledge and skills required for the role. A strong, stable internet connection is required, and candidates must be able to connect via Ethernet cable rather than a wireless connection.

Job Duties

• Act as a single point of contact via telephone, email, or web for resolution of technology-related issues
• Document customer requests in the incident tracking system
• Support network and email connectivity, computer operating systems, hardware and software, internally developed applications, mainframe, and midrange operations
• Interact with customers and peers to diagnose and resolve problems
• Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems
• Support features, functionality, and usage of specific applications
• Provide Level 1 technical support of low- to medium-complexity issues
• Provide input and updates to the technical knowledgebase as necessary
• Adhere to established policies and procedures and make sound business decisions under direction by following documented procedures
• Report problems with procedures and make suggestions for improvements
• Perform related duties as assigned or requested