Service Desk Agent

Vantor•Westminster, CO

17h•Hybrid

About The Position

Vantor is seeking a Service Desk Agent to work in either the Westminster, CO office, or in Herndon, VA. This position allows for a hybrid work arrangement, with up to two days per week from home, subject to change. The successful candidate will be the first point of contact for internal customers, responsible for answering calls, utilizing company policies to resolve issues, and escalating tickets to appropriate support teams. The role requires strong customer service, quick decision-making, and adherence to corporate policies and industry best practices. Outstanding customer service and communication skills, along with the ability to work effectively in a team environment, are crucial for success.

Requirements

Must be a U.S. Person
High School Degree or GED
Be able to successfully pass a background investigation
Experience in a customer service role

Nice To Haves

Understand basics of Windows 7, Windows 10, MAC OS, and Microsoft applications
Demonstrate strong communications skills with active listening skills
Remain customer-service oriented in all situations/personalities
Pay attention to detail
Solve problems quickly
Remain organized/ set priorities
Follow established procedures on routine work; requiring instructions only on new assignments
Previous help desk experience is a plus

Responsibilities

Manage large amounts of inbound and outbound calls in a timely manner
Follow call center “scripts/troubleshooting guides” when handling different topics
Identify customers’ needs, clarify information, and providing solutions
Monitor tickets & workflows and in accordance to team’s SLAs
Create documentation where documentation is absent
Administer Active Directory accounts
Utilize remote user support tools to provide support