Position: Service Desk Agent

Location: Sandy Springs, GA 

Hiring: Contract

Note: This is a Nightshift role.

JD:

Responsibilities

• Provide a consolidated point of contact for providing Tier 1 technical support to the end users
• Provide 1st level technical support for all IT related issues
• Respond to trouble tickets via phone and email in a timely manner
• Determine the scope of the trouble ticket and the responsible department
• Research and resolve technical trouble tickets
• Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation to keep impact minimal
• Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
• Establish and maintain a professional relationship with customers, team members and department contacts
• Cooperate with team members to provide the best customer experience possible
• Provide quality customer service that exceeds customer expectations
• Escalate to supervisor any situation outside the employee''s control that could adversely impact the services being provide.
• Proficiency in MS FIM will be an added advantage.
• Proficiency in Altris (Software Deployment) will be an added advantage

Requirements:

• Associate degree in information technology or equivalent related work experience
• Minimum (2) plus years experience in a technical support role
• Ability to troubleshoot Laptop / Desktop / Peripherals etc.
• Ability to troubleshoot using Remote desktop tools
• Excellent customer service and communication skills
• Ability to work under pressure and at a fast pace
• Flexible to support voice, email and chat support
• MCP (Preferred)
• HDI Certified (Preferred)
• A (Preferred)