IT Support Agent

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Deliver first-level technical support to end users throughout the organization.

• Receive and manage support or fulfillment requests via calls, chat, service tickets, and other incoming inquiries.

• Provide information to facilitate incident resolution and direct unresolved calls/tickets appropriately.

• Maintain support records and inform relevant personnel of actions taken.

• Oversee daily support incidents under direct supervision, adhering to established guidelines and procedures.

• Participate in team operational meetings and training sessions.

• Offer user instructions and best practices for systems, products, and services.

• Present information and guidance on software licensing and compliance with data protection regulations.

• Address user assistance requests promptly and effectively to meet service level agreements.

• Provide personal advice and support to help users utilize available facilities effectively.

• Adhere to ITGC/security policies for system and application access.

• Educate colleagues on compliant and secure access practices.

⛳️ Requirements

• Entry-level position; 0–3 years of relevant experience required.

• Experience in a Service Desk environment providing support to a diverse customer base.

• Proficient in diagnosing and resolving IT-related support issues related to hardware, software, and applications.

• Strong interpersonal skills.

• Highly organized, practical, and detail-oriented.

• Knowledge of hardware and software installation; expertise in installation practices.

• Familiarity with industry methodologies, tools, and techniques.

• Ability to quickly acquire knowledge of a new business area’s objectives, structures, operations, and policies.

• Capable of engaging IT and business partners to identify requirements and document them in business cases or requirement summaries.

• Ability to articulate complex technical information both verbally and in writing.

• Demonstrated intellectual curiosity and business insight.

• Strong customer focus.

• High School diploma or equivalent professional certification or work experience.

• Must adhere to ITGC/security protocols and relevant data protection standards.

🏝️ Benefits

• Benefits commence on Day 1 for full-time employees.

• Diverse opportunities for career growth.

• Access to training and development programs.

• Tuition reimbursement available for full-time employees.

• Comprehensive health benefits including Medical, Dental, Vision, Disability, and Life Insurance.

• 401(k) retirement plan with company-matching contributions.

• Vacation days and sick leave provided.

• Company-paid holidays and floating holidays.

• Health, safety, and flexibility are prioritized.

• Performance incentives may be available.