Tier 1 - Service Desk Agent - McKinney, TX

We are looking for a motivated Technology Support Agent to join our family of diverse professionals in a highly supportive team environment for Night/Overnight shift support.
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The successful candidate will primarily be responsible for providing great customer service and support to our external clients, on a variety of computer applications and platforms.
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Who we are looking for:<\/b>
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• Self -directed initiators. <\/span><\/b>People who take ownership of their work and need little prompting to drive productivity.
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• Analytical problem solvers. <\/span><\/b>People who can go beyond the problem symptoms and identify root causes, evaluate optimal solutions, and recommend solutions.
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• Dedicated achievers. <\/span><\/b>People who thrive in a fast -paced environment and will stop at nothing to ensure their work meets and exceeds expectations.
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• Customer Service Specialists. <\/span><\/b>People who strive to provide the best phone support experience to our very diverse clients.
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• Lifelong learners.<\/b> <\/span>Those who believe learning never ends and will take advantage of learning opportunities and their own personal career development. Those who enjoy staying current with technology.
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  Main Job Duties and Responsibilities<\/b>
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  • Respond to requests for technical assistance via phone or email while delivering excellent customer service and managing customer expectations.
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  • You will document and manage customers’ reported issues by logging all help desk interactions in ticketing system.
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  • Monitor and respond to customer inquiries, leading customer communication, assuring timely status updates and issue resolution.
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  • Diagnose and resolve technical issues remotely.
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  • Research questions using available information resources.
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  • Advise user on appropriate action, best practice, etc.
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  • Follow up with customers/users to ensure complete resolution of issues.
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  • Redirect or escalate problems to the correct resource, which could be an internal resource or an external vendor.
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  • Identify and escalate situations requiring urgent attention.
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  • Create & update client support documentation, knowledge Base Articles and problem resolutions.
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    Requirements<\/h3>

    What you need to be successful<\/b>
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    • Strong communication skills, both verbal and written.
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    • Understanding of customer service best practices and ability to provide a great support experience for the customer.
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    • Good problem analysis skills and the ability to troubleshoot and resolve IT issues quickly.
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    • Ability to work independently and as part of a team in a fast -paced environment while managing multiple priorities.
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    • Familiarity with a help desk ticketing systems.
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    • A great attitude towards customers and coworkers.
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    • Adaptability & Team interaction
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    • Time Management & Organizational Skills
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    • Attention to detail
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      Technical Skills<\/b>
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      • Working knowledge of Windows operating systems and MacOS.
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      • Familiarity with Active Directory, Azure Active Directory, Office 365 (now Microsoft 365), and G Suite.
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      • Working knowledge of VoIP and different VoIP systems.
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      • Desktop & End -User support basics to include troubleshooting of peripheral devices such as printers and scanners.
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      • Knowledge of how computer networks operate, WiFi connectivity and network attached devices.
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        Benefits<\/h3>

        Benefits:
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        • Dental insurance
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        • Health insurance
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        • Life insurance
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        • Paid time off
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        • Professional development assistance
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        • Tuition reimbursement
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        • Vision insurance
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          Schedule:
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          • 8 hour shift
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          • Evening shift
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          • Monday to Friday
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          • Night shift
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          • Overnight shift
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          • Weekends as needed
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