Service Desk Agent (Part-Time)
About The Position
The purpose of this classification is to provide end user technical support and training for County hardware, software, personal computers, applications or other information systems as assigned. This role involves troubleshooting end-user problems, responding to initial requests for assistance, and escalating issues as appropriate. The position requires maintaining an awareness of new applications, technologies, and technical methods. The Service Desk Agent must be able to demonstrate proficiency in essential functions and learn County or departmental policies and procedures. They will receive, log, monitor, and process trouble tickets in the IT ticketing system, troubleshooting operating systems, network connectivity, standard desktop applications, and departmental specific applications. This includes calls related to user accounts and Microsoft Office applications. The role involves routing, escalating, and reviewing trouble tickets, providing follow-up support, and ensuring call closure to customers. Exceptional call management, including quick, professional, and courteous behavior, is expected, along with documenting technical issues/requests in the IT ticketing system. Utilizing multiple resources to ensure the next point of contact or information provided addresses the customer's inquiry is crucial. The goal is to resolve Level 1 issues by first contact resolution (FCR). Other related duties as assigned.
Requirements
- Associate Degree in Information Technology, or related field required
- One year of experience providing end user technical support
- Ability to communicate effectively with customers over the telephone.
- Strong customer service, time management and problem determination/resolution skills.
- Ability to resolve Level 1 and some Level 2 issues on the first contract resolution (FCR).
Nice To Haves
- 1 – 2 years previous Call Center experience.
- Experience providing support for Microsoft software and operating systems including Windows 10, Windows 11, Microsoft Office 365.
- Experience providing support for computer hardware and peripherals.
Responsibilities
- Provides user support to County employees for computer hardware, software and peripherals: identifies and resolves problems to restore service to user in a timely and efficient manner.
- Troubleshoots end-user problems: responds to initial requests for assistance and resolves problems; escalates problem to other personnel as appropriate.
- Maintains an awareness of new applications, technologies, technical methods, trends, and advances in the profession.
- Receives, logs, monitors and processes trouble tickets in the IT ticketing system.
- Troubleshoots operating system, network connectivity, standard desktop applications, and departmental specific applications.
- Troubleshoots calls related to user accounts and Microsoft Office applications.
- Routes, escalates and reviews trouble tickets, provides support technician(s) with follow-up, and call closure to customers.
- Provides exceptional call management to include quick, professional, and courteous behavior, and documents technical issues/requests in the IT ticketing system.
- Utilizes multiple resources to ensure the next point of contract or information provided will address the customers inquiry.
- Resolves Level 1 issues by first contact resolution (FCR).
- Performs other related duties as assigned.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
Associate degree
