IT Service Desk Agent I

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Job Description

The Service Desk Agent I is an entry level position responsible for the following core job disciplines:
 - General IT Support
 - First contact customer service
 - Teamwork
 -  Follow through
 - Continual Improvement
 Service Desk Agents I  are responsible for supporting  level 1  incidents, communicating with end users, assisting employees with technical troubleshooting,  following standard support procedures,  providing proper coverage and continual service improvement.


Job Code: 100713


License or Certification:
 - Valid state driver's license
Total Education, Vocational Training and Experience:
 - Associates Degree or Undergraduate degree recommended but not required
 - Entry level to 2 years of experience
 Basic understanding of  IT and Non IT core concepts with regard to:
 - Networking
 - General PC hardware and peripherals, i.e. mouse, monitor, keyboard, etc..
 - Knowledge and experience with the Miscrosoft Office Suite of applications  including Outlook
 - Laptop, tablet and cellular device usage
 - Executing standard troubleshooting procedures
 - Providing excellent customer service
 - Documenting issues and resolutions
 - Troubleshooting basic IT infrastructure and application components
Familiar with regulatory compliance:
 - Privacy and Security
 -  Service Desk Agent L1 requirements:
 Service Desk Agent L1 will have experience in supporting one or more of the following:
 - Low to Medium complexity applications.
 - Desktop hardware and software support.
 - - Telephone, fax and other networked equipment.

Address: 9001 Liberty Parkway, Birmingham 35242
Schedule: Full-time
Job ID: 2013477