IT Service Desk Agent

SCHLUTER SYSTEMS L.P.•City of Plattsburgh, NY

About The Position

As part of a global IT Team, the IT Service Desk Agent acts as the single point of contact for end users, applying customer service and technical skills to document, manage and fulfill user requests. This position plays a key role in supporting the IT team in exceeding business expectations while providing support across a wide range of IT services. In addition to gathering information through user conversation the Service Desk Agent applies a close attention to detail while documenting, scoping, and prioritizing tasks prior to escalation to further lines of support. Additional responsibilities of this role include configuring and deploying assets, managing IT inventory, deploying software to workstations, providing remote and deskside support, and maintaining a knowledge base with the support of their team.

Requirements

Associate degree (preferred)
Basic ITIL Certification a plus
1 year minimum experience supporting desktops, applications and mobile device

Responsibilities

Act as a single point of contact for IT requests
Phone support
First call resolution Basic user support
Triage incoming request while working closely with users to identify and document incidents, problems, and requests
On-site support for primary location
Remote support for all NA locations and remote users
Clear and consistent documentation of completed tasks as part of escalation to further lines of support
Management of updates to daily first level ticket queues
Follow defined IT processes
Support of company onboarding processes for new employees
Configuration and deployment of workplace hardware, software, and mobile devices
Management of audiovisual equipment in conference rooms and training centers
User and account management
Asset management and maintenance of the CMDB to ensure accurate inventory records
Adhere to company policies and protocols
After hours support and maintenance as required
Other duties as assigned