IT Support Agent

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

📋 Description

• Deliver first-line technical support to end users across all departments.

• Diagnose issues and collect information to resolve or escalate requests appropriately.

• Manage colleague support and fulfillment requests via calls, chat, service tickets, and other incoming interactions.

• Supply information for incident resolution and appropriately assign unresolved calls or tickets.

• Maintain support documentation and inform relevant individuals of actions taken.

• Oversee daily support incidents under direct supervision, following established procedures.

• Participate in operational meetings and training related to system and process updates.

• Guide users on systems, products, and services utilizing documentation and established procedures.

• Offer information and guidance regarding software licensing and data protection compliance.

• Ensure user assistance requests are addressed promptly and service level agreements are fulfilled.

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

• Educate colleagues on compliant and secure system access practices.

⛳️ Requirements

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

• Background in a service desk environment providing support to a diverse customer base.

• Experience in diagnosing and resolving IT-related support issues involving hardware, software, and applications.

• Strong interpersonal skills.

• Well-organized, practical, and detail-oriented.

• Knowledge of hardware and software installation processes, with a focus on installation areas.

• Familiarity with IT solutions and information systems concepts and practices.

• Problem-solving abilities within information and communications technology asset and change management.

• Understanding of IT asset control, including acquisition, storage, distribution, movement, and disposal.

• Awareness of relevant methodologies, tools, and techniques.

• Capability to understand a new business area's objectives, structures, operations, and policies.

• Proficiency in determining requirements with IT and business partners and documenting business cases or requirement summaries.

• Ability to convey complex technical information effectively, both verbally and in writing.

• Intellectual curiosity and business insight.

• Customer-centric approach.

• High school diploma OR equivalent professional certification OR relevant work experience.

🏝️ Benefits

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

• Opportunities for professional and personal development.

• Various paths for career advancement.

• Training and development initiatives.

• Tuition reimbursement available for full-time employees.

• Comprehensive medical, dental, vision, disability, and life insurance coverage.

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

• Paid vacation days and sick leave.

• Company-paid holidays and floating holidays.

• Emphasis on health, safety, and flexibility.

• Performance incentives available for many positions.