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It - Service Desk Agent

Location: Sparks
Posted on: January 27, 2023

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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