Service Desk Agent, Level I

Zones • Richardson, TX

393d

About The Position

As a Managed Services Level 1 Service Desk Agent, you will serve as the first point of contact for clients seeking support with their IT services. Your main responsibility will be to provide timely and effective solutions to common technical issues, ensuring high customer satisfaction. This role requires a solid understanding of IT fundamentals, excellent communication skills, and the ability to troubleshoot and resolve problems efficiently.

Requirements

• High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
• Previous experience in a customer service or technical support role is preferred, but not required.
• Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Demonstrated ability to troubleshoot and resolve technical issues effectively.
• Commitment to providing excellent customer service and maintaining positive client relationships.
• Ability to work well in a team environment and collaborate with colleagues and other departments.

Responsibilities

• Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.
• Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
• Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
• Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
• Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
• Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
• Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
• Document solutions and procedures for future reference and improve operational processes.
• Adhere to company policies and procedures, including data protection and security guidelines.

Benefits

• Medical, dental, and vision coverage
• Life insurance
• 401(k) plan with matching provision
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees