SVC DESK SUPPORT AGENT

MARTA • Atlanta, GA

5d • $37,000 - $56,000

About The Position

Serves as the first point of contact for support to end users of desktop hardware and various MARTA applications, using established support procedures and troubleshooting tools. The role is expected to resolve 80% of incoming calls from MARTA customers. It provides basic troubleshooting for hardware, Windows-based systems, time clocks, MARTA networks, and MARTA-specific applications; creates an Altiris ticket for each user-reported event and follows up to ensure closure; and performs troubleshooting tasks assigned by more senior Technology Support Center staff.

Requirements

• Associate degree in Information Technology or a related field, or equivalent experience substituted year for year.
• Two years of technical Help Desk experience.
• Knowledge of intranet navigation processes.
• Excellent verbal and written communication skills.
• Customer service and support skills.
• Ability to identify and solve problems involving personal computer hardware and attachments such as printers and scanners.

Responsibilities

• Provide courteous, customer-focused support by acknowledging callers by name, understanding their environment, using phone scripts, empathizing with their situation, and qualifying their issues.
• Serve as the first point of contact for end-user support involving desktop hardware and MARTA applications, and resolve 80% of incoming customer phone calls.
• Perform basic hardware troubleshooting on printers, personal computers, workstations, Windows-based systems, time clocks, and MARTA networks.
• Perform basic system troubleshooting and navigate MARTA-specific applications.
• Perform basic network troubleshooting to determine network availability or whether an outage exists.
• Perform troubleshooting tasks assigned by more senior Technology Support Center staff and escalate issues appropriately.
• Initiate an Altiris ticket for every user-reported event and follow up to ensure closure.
• Perform other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree