Service Desk Agent

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

📋 Description

• Provide exceptional customer service and address technology-related issues and inquiries.

• Operate within defined protocols while independently offering customer support.

• Conduct technical troubleshooting and accurately document issues in the problem management system.

• Offer first-line troubleshooting and take responsibility for customer interactions.

• Support mobile telephony, devices, video conferencing systems, and IP telephony.

• Create user accounts and configure permissions as necessary.

• Manage and support desktops, laptops, and PDAs.

• Utilize remote desktop tools to diagnose and resolve issues with Windows, Microsoft applications, macOS, and Apple software.

• Administer the ServiceNow IT Service Management System, including updates to the service catalog, workflows, custom applications, websites, and integrations.

• Assist in the resolution of incidents, issues, emergencies, and escalations of major incidents.

• Gather customer requirements to support ongoing improvements.

• Monitor and report on the performance of IT systems and services.

• Communicate technical instructions and solutions effectively to customers.

• Provide prompt feedback through phone, email, and other communication channels.

• Follow up to ensure customer satisfaction levels are met.

• Identify potential system issues and escalate them for resolution.

• Collaborate with colleagues to develop solutions.

• Assist in training new employees through shadowing and explaining work processes.

⛳️ Requirements

• High school diploma or GED is mandatory.

• Two (2) to five (5) years of experience in computer systems, customer support, or IT support is required.

• Experience in Service Desk or Customer Service is preferred.

• Familiarity with the ServiceNow IT Service Management System is a plus.

• Strong customer service experience with an emphasis on customer satisfaction.

• Experience in a call center setting is beneficial.

• Background in a technology support organization is desirable.

• Must be able to successfully pass a background check; additional project/client background checks may be necessary.

• Excellent verbal and written communication skills are essential.

• Strong problem-solving and root-cause analysis skills are required.

• Ability to independently resolve issues and work both autonomously and collaboratively.

• Capability to manage phone calls and emails simultaneously.

• Proficiency in navigating common user interface elements and file structures.

• Competence in Microsoft Office Suite including Word, Excel, PowerPoint, Teams, and SharePoint.

• Willingness to work nights, weekends, holidays, and hours outside of regular business hours as needed.

• Ability to create an effective and professional workspace.

• An associate degree or technical training in Computer Science, Information Systems Management, or relevant work experience is preferred.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Wellness Program.

• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter).

• Short-Term and Long-Term Disability options.

• Basic Life and AD&D Insurance provided by the company.

• Voluntary Life and AD&D options available.

• 401(k) Retirement Savings Plan with matching contributions after one year.

• Paid Time Off.

• Remote work environment.

• Opportunities for training and professional development.

• Potential for a flexible schedule.