IT Help Desk Agent

One of our top Insurance client is hiring for a Help Desk Agent role in Plano, TX. Below are the details:

JOB DESCRIPTION:

Job Title: Help Desk Agent

Duration: 12 months

Location: Plano, TX

2 flexible days in office, 3 days remote each week for certain shifts

Role Responsibilities:

• Act as a single point of contact via the telephone, email or web for resolution of technology-related issues
• Document customer requests in our incident tracking system
• Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe andmidrange operations.
• Interact with customers and peers to diagnose and resolve problems
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
• Support features, functionality, and usage of specific applications
• Provide Level 1 technical support of low to medium complexity
• Provide input and update to the technical knowledgebase as necessary
• Adhere to established policies and procedures. Make sound business decisions, under direction by following documented procedures
• Report problems with procedures and makes suggestions for improvements
• Perform related duties as assigned or requested

Role Requirements:

• Reliability & Flexibility are extremely important
• Strong customer service skills
• Effective listening skills
• Strong written and verbal communication skills
• Good problem-solving skills and decision-making ability
• Technical aptitude with PC literacy
• Basic knowledge of Windows Operating Systems
• Strong enthusiasm and desire to learn
• Self-motivation and organization
• Ability to learn and apply technical information in a fast-paced, demanding work environment
• Ability to follow policies and procedures; attention to detail.

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”