Service Desk Agent (Contract)

We are looking for a dedicated and customer-focused Service Desk Agent to provide technical support and assistance to our organization's end-users. The Service Desk Agent will play a crucial role in resolving IT issues, answering inquiries, and delivering efficient and responsive support to ensure a smooth IT environment.

Key Responsibilities:

• User Support: Provide courteous and timely technical support to end-users via phone, email, or chat, assisting with IT-related issues, questions, and service requests.
• Issue Resolution: Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed.
• Ticket Management: Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of incidents.
• Customer Service: Deliver exceptional customer service by actively listening to users' needs, addressing concerns, and ensuring user satisfaction throughout the support process.
• Knowledge Base: Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.
• Documentation: Document issue resolutions, troubleshooting steps, and best practices for future reference and knowledge sharing.
• Remote Support: Provide remote desktop assistance when required, guiding users through problem-solving steps and remote troubleshooting tools.
• Hardware and Software Setup: Assist with the setup, installation, and configuration of computer hardware, software applications, and peripherals.
• Password Reset: Assist users with password resets and account unlocks in accordance with security policies.
• Security Awareness: Promote and adhere to security policies, recognizing and reporting potential security incidents.
• Team Collaboration: Collaborate with other IT teams and specialists to escalate and resolve complex issues.
• Continuous Learning: Stay up-to-date with technology trends, new software, and hardware to improve support capabilities.
• Application Support: Ability to identify and isolate issues, as well as gather information.
• Account Provisioning Skills: Must have experience with the Onboarding/Offboarding process using Active Directory (AD).
• Microsoft Applications: Proficiency in AD, Intune, MFA (Multi-Factor Authentication), and email tracing.
• Able to work with minimal supervision.

Qualifications:

• High school diploma or equivalent required; associate's or bachelor's degree in a related field is a plus.
• Minimum of 1-3 years of experience in a technical support or service desk role.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Proficiency in troubleshooting and problem-solving techniques for hardware and software issues.
• Familiarity with commonly used operating systems (e.g., Windows, macOS) and office software.
• Customer service-oriented mindset with a commitment to delivering high-quality support.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Knowledge of remote support tools and remote desktop assistance is advantageous.
• Familiarity with ticketing systems for incident management.
• Basic understanding of IT security principles and best practices.
• IT certifications such as CompTIA A+ or ITIL Foundation are a plus.