Service Desk Agent

Omniscius Consulting•Greenville, SC

About The Position

The Service Desk Agent performs Tier I and Tier II information technology help desk duties through phone and email support. The role supports agency members in carrying out the organization’s mission, including work with proprietary software and systems. The agent diagnoses and resolves technical issues, manages and escalates service desk tickets, supports business-line applications, and installs and maintains designated software and products. The position also helps ensure client hardware and software function properly, assists with data recovery when possible, and focuses on customer satisfaction. The agent uses and helps maintain standard operating procedure documentation and escalates process and policy issues as needed.

Requirements

Be a U.S. citizen or have official legal status in the United States, and have continually resided in the United States for the last two years.
Pass a federal background investigation and obtain a Public Trust.
Have an associate degree or higher in information technology or a related field; alternatively, have a high school diploma and relevant information technology certification(s), training, and/or years of experience in place of a degree.
Have one or more years of information technology experience.
Have flexible shift availability for scheduled shifts within the stated operating hours.
Have technical experience with current network hardware, protocols, and standards.
Have application support experience.
Know applicable data privacy practices and laws.
Have excellent troubleshooting skills.
Be proficient in Word, Excel, Outlook, and database management.
Have exceptional customer service and interpersonal skills, with the ability to communicate effectively in writing and verbally with end users in a pleasant and helpful manner in high-stress situations.
Be highly organized, detail-oriented, and accurate, with the ability to troubleshoot effectively and prioritize multiple deadlines and priorities.
Have experience working in a team-oriented, collaborative environment.

Responsibilities

Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.
Create service desk tickets using ticketing software and ensure proper ticket escalation and resolution.
Maintain and troubleshoot business-line applications, including remote installation or redeployment of software when needed.
Install and maintain products as directed, including Cisco AnyConnect, Cisco WebEx, and Microsoft products such as Office and BitLocker.
Provide technical support by phone and/or email.
Implement solutions based on client needs, ensuring hardware and software work properly and are installed or deleted as needed.
Troubleshoot client computer equipment and recover lost or accidentally deleted data when possible.
Meet customer needs and ensure customer satisfaction.
Use standard operating procedure documentation to assist customers and work with team members to establish and maintain documentation.
Escalate process and policy issues as needed.