IT Service Desk Agent
Company: Careerbuilder-US
Location: Alexander
Posted on: January 27, 2023
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Job Description:
Make a difference. Be happy. Grow your career.IT SERVICE DESK
AGENT IThe IT Service Desk Agent provides level 1 support to
organizations by answering, calls, chats, and e-mails from end
users, resolves basic IT issues, and documents issues to be handed
off to an application support team. Key
Responsibilities
Providing a high level of professionalism and customer
serviceServing as first point of contact for end users seeking IT
assistanceSupporting various technology and software such as
Windows 10, Microsoft Office products (Word, Excel, PowerPoint,
Outlook), network connectivity, VPN connectivity, Citrix, and
Mobile Device ManagementResponding to end users with an analysis of
their needs through qualifying questions over the phone and may use
remote applications to diagnose the needsPerforming remote
troubleshooting through technical diagnostic techniques, remote
software, and pertinent questionsTaking end user calls about
issues, resolving the issue during the call, or adequately
documenting and transitioning the issue, following escalation
protocols, as neededWalk end user through IT problem solving or
workflow processAccurately documenting pertinent information for
requests and incidents in relevant ticketing system(s)Identifying
and escalate high-priority IT issues appropriately Documenting
investigations and resolutions in a timely manner, using research
to quickly understand and diagnose issuesDirecting unresolved
issues to the next level IT personnelMaintaining and expanding
knowledge of help desk procedures and servicesAdhering to policies
and procedures such as HIPAA and client notification
expectationsAttending and participating in team meetingsWorking on
assigned projects on an ad hoc basis and assisting with other
corporate initiatives as necessary, directed, assigned, or
requestedPDN-97c110df-e61c-4703-9449-20079253f103
SDL2017
Keywords: Careerbuilder-US, Little Rock , IT Service Desk Agent, Sales , Alexander, Arkansas
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here to apply!
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