Technical Service Desk Agent

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

📋 Description

• Deliver first-line support via telephone and other communication channels.

• Aim for a high rate of resolution on the first contact.

• Address and rectify issues related to software, hardware, and network operations.

• Offer prompt, efficient, and friendly customer assistance.

• Accurately document calls and incidents.

• Organize time and tasks to adhere to established service levels.

• Ensure data integrity within the contact management system.

• Allocate incidents and requests to the appropriate support team.

• Serve as the primary point of contact for recorded incidents and issues.

• Conduct diagnostics to start the problem management process.

• Provide clients with reference numbers for incidents/requests.

• Familiarize with media sources interacting with the Service Desk.

• Assist multiple clients through professional customer service practices.

• Adapt to various tasks as workloads shift.

• Advocate for, implement, or support changes.

• Identify process improvements and take corrective actions.

• Discover and document processes and procedures for the team or Knowledgebase.

• Understand and adhere to Unisys policies and procedures.

⛳️ Requirements

• High School diploma.

• 2-4 years of relevant experience.

• At least 6 months of IT Service Desk experience or comparable experience.

• Minimum of 6 months of prior experience providing Level 3 support for MS Office, MS Exchange, and MS Windows networks.

• Practical knowledge of data and voice network principles.

• Education, training, and/or relevant experience equivalent to the completion of a pertinent certificate program and/or experience in Information Technology service delivery.

• Relevant IT qualifications at a tertiary level.

• Candidates should be eligible for any necessary U.S. Government authorizations for access to export-controlled commodities and technology.

🏝️ Benefits

• Unlimited paid time off.

• 401(k) match.

• Comprehensive healthcare coverage.

• HSA matching.

• Continuous learning opportunities.

• Support for work-life balance.

• Video interviews as part of the recruitment process.