IT Service Desk Agent

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

3h

About The Position

The IT Service Desk Agent will ensure a consistent and positive end user experience by acting as a first point of contact for IT service support.

Requirements

• Team and solution oriented
• An effective collaborator and contributor
• Self-motivated and able to take initiative
• Able to establish and maintain positive working relationships and customer support
• Able to prioritize and handle multiple tasks simultaneously
• Broad knowledge of the IT service features of the portfolio and their use in the company
• Ability to adhere to processes, policies, and procedures
• Experience with basic technical administration of IT Technologies
• Experience working in a support focused environment
• Strong time management for balancing multiple tickets and prioritizing urgent tasks
• Ability to listen actively and explain technical topics in an easy-to-understand way
• Fluent in the English language (both written and spoken)

Responsibilities

• Act as the primary point of contact for end users and first response for IT service operation issues and requests.
• Prioritize and escalate issues based on urgency and business impact.
• Deliver professional support with a customer-focused approach
• Maintain an acceptable first call resolution rate and minimize downtime & disruptions for end users
• Support IT service operation governance through ticket ownership.
• Develop and maintain a knowledge base and deliver relevant training.
• Advocate for and support ITSM processes and procedures.
• Adhere to IT security policies and guidelines
• Contribute to continual improvement activities by providing feedback and required support.
• Maintain an accurate IT asset inventory. Register, track and manage IT assets
• Promote best practice and security awareness.
• Triage requests for type, severity, and appropriate support team.
• Provide 1st level support for service operation tickets.
• Procure and manage local IT assets. Provide consistent communication regarding ticket status to end users.
• Provision, deploy, and exchange end points in local environment

Benefits

• Competitive Compensation
• Generous Paid Time Off
• 10 Paid Holidays
• Medical, Dental & Vision Insurance
• Biannual Bonus Program
• 401k with Company Match
• Company Paid Life Insurance
• Annual Reviews and Merit Based Raises
• Room for Advancement and Career Growth

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed