What are the responsibilities and job description for the Help Desk Agent position at DEROYAL INDUSTRIES?
DeRoyal, delivering high quality medical products and innovative healthcare services, is actively searching for an experienced Help Desk Agent to work with our team at our corporate office in Powell, TN. Working hours for this opportunity are M-F 8:00 a.m. to 5:00 p.m. The candidate must be able to have excellent attention to detail, and the ability to work collectively with the team. The ideal candidate will be responsible for providing technical support and excellent customer service to DeRoyal associates needing technical assistance.
Some responsibilities include:
Records customer and problem information into Kaseya Ticketing system. Updates tickets with appropriate entries and closes tickets with resolution after verifying with end user through verbal or email follow up.
Provides excellent customer service by solving hardware and software problems to all computer users both locally and remote.
Sets up new accounts.
Runs, prints and distributes reports.
Setup up printers and print queues in various systems.
Travels to remote facilities as necessary.
Administer phone system, voice mail systems and perform adds, moves, and changes as necessary. Works with outside vendors as necessary.
Test and install networking and operating system software, software applications and hardware.
Prioritizes own workload and manages customer expectations.
Basic understanding of the LAN/WAN administration role of the business and how the LAN/WAN administration processes affect the business users.
Administers Mobile Device Management software through design, development and deployment.
Requires being “on call” for any after hour problems and or scheduled maintenance that may occur.
EDUCATION and/or EXPERIENCE:
Bachelor’s degree OR Associate's degree and three years related experience OR five years related experience.
OTHER SKILLS and ABILITIES:
Understanding and knowledge of all Microsoft Office applications required. Ability to apply common sense understanding to complex situations required. Experience in software installation and upgrades, as well as LAN installation and maintenance required. Knowledge of Windows Operating System required.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person