Help Desk Agent, HYBRID
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About The Position
The Help Desk Agent at Connection plays a crucial role in providing exceptional support to customers by resolving technical issues and ensuring a seamless connection between people and technology. This position requires the ability to multi-task and prioritize effectively, as the Help Desk Agent will handle tickets that are escalated to their queue or transferred through warm handoffs. The agent will provide both remote and hands-on support, addressing a variety of technical challenges that customers face. This includes responding to tickets escalated from the Level 1 support team via phone, in person, and through other communication channels. In addition to providing support, the Help Desk Agent is responsible for resolving advanced technical hardware and software issues. This involves proactively researching new technical systems to enhance the knowledge base and improve service delivery. The agent will also be expected to have extensive knowledge in software applications and administrative tasks related to workstations. A key aspect of this role is to own and develop documentation for Level 1 and Level 2 help desk staff, ensuring that all processes are well-documented and easily accessible. The Help Desk Agent will be part of a dynamic team that values diverse backgrounds and experiences, contributing to a culture of innovation and creativity. At Connection, we believe in supporting our employees with a total rewards package that recognizes their contributions and provides opportunities for professional growth. This position is ideal for individuals who are passionate about technology and enjoy helping others navigate their IT challenges.
