Service Desk Agent

1. Provide phone support with strong customer service skills, including active listening, empathy, urgency, and conflict resolution
2. Deliver high-quality end-user technical support for enterprise software and hardware
3. Assess, triage, research, and resolve incidents and requests in a 24/7/365 environment
4. Provide after-hours and weekend support as needed
5. Maintain accurate and detailed documentation at client, problem, and incident levels
6. Support all aspects of client computing needs via phone, online chat, or in person
7. Create a positive customer support experience by building rapport and trust with end users
8. Investigate, diagnose, resolve, and recover hardware/software problems
9. Install, modify, run diagnostics, and repair computer hardware, peripherals, and software
10. Collaborate with internal teams to provide guidance and support while maintaining professionalism in challenging situations
11. 
    

1. Excellent customer service and communication skills
2. Two to five years of related work experience in a complex, high-tech, fast-paced environment
3. High school diploma or GED with relevant work experience
4. Ability to diagnose and resolve problems quickly in a complex environment
5. Self-motivated with the ability to work independently under pressure
6. Willingness to work variable shifts, including evenings, weekends, and public holidays
7. 
   

1. Prior experience in a technical support role
2. Strong teamwork focus, attention to detail, and positive attitude

1. None required; relevant technical certifications are a plus

Education: High School