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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
      • HIPAA
      • 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: 2119048