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.

• Diagnose and address, or escalate, issues related to hardware, software, applications, and various IT support matters.

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

• Offer information and guidance to facilitate incident resolution.

• Direct unresolved calls and tickets to the appropriate teams.

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

• Handle daily support incidents under direct supervision as per documented procedures.

• Participate in team operational meetings and training sessions.

• Provide users with instructions on systems, products, services, and best practices.

• Offer insights and guidance on software licensing and compliance with Data Protection Act obligations.

• Promptly and effectively address user assistance requests to meet service level expectations.

• Provide personalized advice and support to help users utilize available resources effectively.

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

• Educate colleagues on compliant and secure usage of access protocols.

⛳️ Requirements

• Entry-level role; 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 intricate IT-related support requests concerning hardware, software, and applications.

• Strong interpersonal skills.

• Highly organized, pragmatic, and detail-oriented.

• Knowledgeable in hardware and software installation, with expertise in relevant areas.

• Familiarity with IT solutions, Information Systems concepts and practices, IT asset management, and applicable methodologies, tools, and techniques.

• Problem-solving capabilities within the contexts of information and communications technology asset and information systems changes.

• Quick learner of new business domains, including objectives, structures, operations, and policies.

• Ability to collaborate with IT and business partners to ascertain requirements and document them in business cases or requirement summaries.

• Skill in communicating complex technical information clearly, both verbally and in writing.

• Demonstrated intellectual curiosity and business insight.

• Commitment to customer service.

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

• Must adhere to ITGC and security policies.

🏝️ Benefits

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

• Numerous opportunities for career advancement.

• Comprehensive training and development programs.

• Tuition reimbursement benefits available for full-time staff.

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

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

• Vacation and sick days provided.

• Company-paid holidays and floating holidays.

• Focus on health, safety, and flexibility.

• Performance incentives available for many positions.