It - Service Desk Agent
Company: SCHLUTER SYSTEMS L. P.
Location: Sparks
Posted on: January 27, 2023
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Job Description:
Description:Job: Service Desk AgentDepartment: ITLocation
RenoReports 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.DescriptionAs 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 DutiesAct as a single point of
contact for IT requestsPhone supportFirst call resolutionBasic user
supportTriage incoming request while working closely with users to
identify and document incidents, problems and requestsOn-site
support for primary locationRemote support for all North America
locations and remote usersClear and consistent documentation of
completed tasks as part of escalation to further lines of
supportManagement of updates to daily first level ticket
queuesFollow defined IT processesSupport of company onboarding
processes for new employeesConfiguration and deployment of
workplace hardware, software, and mobile devicesManagement of
audiovisual equipment in conference rooms and training centersUser
and account managementAsset management and maintenance of the CMDB
to ensure accurate inventory recordsAdhere to company policies and
protocolsAfter hours support and maintenance as requiredOther
duties as assignedRequirements: Education RequirementsAssociate
degree (preferred)Basic ITIL Certification a plus1 year minimum
experience supporting desktops, applications, and mobile
devicesQualificationsExcellent customer service skillsKnowledge and
experience:MS Windows and MS OfficeActive DirectoryIT ticketing
systemsSoftware deployment toolsMobile device management
solutionsBasic understanding of network fundamentalsAbility to
adhere to defined processes and procedures and suggest
improvementsAbility to work in a team environment and take
initiativeAbility to effectively prioritize and handle multiple
tasks simultaneouslyExcellent 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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