IT Service Desk Agent I

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Job Description

The IT Service Desk Agent I is an entry level position responsible for general IT support, first contact customer service, team work, follow through, and continual improvement. This role is responsible for the following:

  • Responding to level 1 incidents.
  • Communicating with end users.
  • Assisting employees with technical troubleshooting.
  • Documenting issues.
  • Following standard support procedures.
  • Determining and documenting resolutions.
  • Understanding and utilizing the company resource structure.

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 Microsoft 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.
Machines, Equipment Used:
 - General office equipment such as telephone, copy machine, fax machine, calculator, computer
Physical Requirements:
 - Ability to lift a minimum of 30 pounds and ability push/pull a minimum of 30 pounds.  Reasonable assistance may be requested when lifting, pushing, and/or pulling are undertaken which exceeds these minimum requirements.
Skills and Abilities:
 - Ability to speak, read, write and comprehend English.
 - Ability to coordinate, analyze, observe, make decisions, and meet deadlines in a detail-oriented manner
 - Ability to communicate effectively in both writing and verbal arenas as well as via email.
 - Ability to work independently without supervision.
Environmental Conditions:
 - Indoor, temperature controlled, smoke-free environment
  - Handicapped accessibility
 - May work under stressful circumstances at times
Proficiency or Productivity Standards:
 - Shift work is a core requirement to facilitate 24/7 365 day coverage

- May be required to work on religious and/or legal holidays on scheduled days/shifts
 - Will be required to work as necessary during disaster situations, i.e. before, during or after a disaster
 - May be required to stay after workday to assist after a disaster situation until relief arrives
 - Regular attendance and reporting on time to work is a requirement of position
 - May be required to travel

Address: ,
Schedule: Full-time
Job ID: 2114907