What are the responsibilities and job description for the Service Desk Agent II position at pcom?
Job Title: Service Desk Agent II
Department: Information Technology Services
Employment Type: Non-Exempt, Full-time
Location: Suwanee, GA
POSITION SUMMARY
The Service Desk Agent II is responsible for proper prioritization, logging and initial troubleshooting of all incoming requests for support and service from students, faculty, and staff via phone, email, self-service portal or walk-in in a pleasant and professional manner. This position will perform initial troubleshooting of all PCOM supported applications and websites, desktop and mobile-related operating systems, other 3rd party software, and peripheral devices such as printers, scanners, etc. In addition, the Service Desk Agent II will be a point of escalation and provide direction for issue resolution to other agents.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The successful incumbent will perform the following duties, with or without reasonable accommodations:
• Assist users in the resolution of problems related to system operations.
• Create, update, and close tickets in accordance with Service Level Agreements (SLAs)
• Cordially and professionally interact with students, faculty, staff, peers, vendors, and others
• Respond to all support and service requests through supported channels: phone, web tickets, E-mail requests, walk-ups
• Perform initial triage and troubleshooting of tickets across all knowledge domains
• Troubleshoot and resolve all tickets utilizing individual experience, knowledge base, and/or through peer collaboration
• Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in attempt to resolve
• Record all outages within the ticketing system and send communications as appropriate
• Provide basic "how to" training to end users
• Assist in developing self-help articles as part of the Knowledge Management Process
• Ensure employee compliance to all policies and procedures
• Demonstrate core values of Integrity, High Expectations, Accountability, and Safety.
• Complete review of knowledgebase articles to ensure accuracy and relevancy
• Follow up with end-users to improve communications and customer satisfaction
• Perform other duties as assigned or requested.
REQUIRED SKILLS AND EXPERIENCE
Education
• A minimum of an Associate’s degree in an applied technology area such as Information Systems, Computer Science, Communications and 2 years’ Service Desk or equivalent experience.
• Bachelor's Degree in an applied technology area such as Information Systems, Computer Science, and/or Communications preferred.
Experience
• Prior customer service experience
• IT support experience is a plus but not required.
Technical Skills
• Basic understanding of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365 applications.
• Knowledge of basic networking concepts (Wi-Fi, VPN, IP addresses).
• Experience using a ticketing system is a plus.
Key Competencies
• Strong problem-solving and troubleshooting skills.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies.
• Strong attention to detail and organizational skills.
Starting Salary: $21.75 per hour
Salary : $22