Tech Service Desk Agent - Salt Lake City

Unisys • Salt Lake, UT

1d

About The Position

What success looks like in this role: Provides Tier 1 and Tier 2 support. Troubleshoots and resolves complex issues including: o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment. Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution. Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence. Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries. Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

Requirements

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 2-4 years’ experience in area of responsibility
• This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Responsibilities

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including: o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees