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IT - Service Desk Agent

Location: Sparks
Posted on: September 19, 2022

Job Description:

Description: Job: Service Desk Agent Department: IT Location Reno Reports To: IT Operations Manager US Sign-On Bonus $1000.00, $500.00 after 3 months of employment and $500.00 after 6 months of employment. Description As part of a global IT Team the IT Service Desk Agent acts as the single point of contact for end users, applying customer service and technical skills to document, manage and fulfill user requests. This position plays a key role in supporting the IT team in exceeding business expectations while providing support across a wide range of IT services. In addition to gathering information through user conversation the Service Desk Agent applies a close attention to detail while documenting, scoping, and prioritizing tasks prior to escalation to further lines of support. Additional responsibilities of this role include configuring and deploying assets, managing IT inventory, deploying software to workstations, providing remote and deskside support, and maintaining a knowledge base with the support of their team. Primary Responsibilities and Duties Act as a single point of contact for IT requests
Phone support
First call resolution
Basic user support
Triage incoming request while working closely with users to identify and document incidents, problems and requests
On-site support for primary location
Remote support for all North America locations and remote users
Clear and consistent documentation of completed tasks as part of escalation to further lines of support
Management of updates to daily first level ticket queues
Follow defined IT processes
Support of company onboarding processes for new employees
Configuration and deployment of workplace hardware, software, and mobile devices
Management of audiovisual equipment in conference rooms and training centers
User and account management
Asset management and maintenance of the CMDB to ensure accurate inventory records
Adhere to company policies and protocols
After hours support and maintenance as required
Other duties as assigned
Requirements: Education Requirements Associate degree (preferred)
Basic ITIL Certification a plus
1 year minimum experience supporting desktops, applications, and mobile devices Qualifications Excellent customer service skills
Knowledge and experience:
MS Windows and MS Office
Active Directory
IT ticketing systems
Software deployment tools
Mobile device management solutions
Basic understanding of network fundamentals
Ability to adhere to defined processes and procedures and suggest improvements
Ability to work in a team environment and take initiative
Ability to effectively prioritize and handle multiple tasks simultaneously
Excellent written and verbal communication skills Schluter Systems L.P. is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, age, sex, gender, disability, genetic information, or any other characteristic protected by law. #SSIND

Keywords: SCHLUTER SYSTEMS L.P., Sparks , IT - Service Desk Agent, Sales , Sparks, Nevada

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