Tier 1 - Service Desk Agent - McKinney, TX

Job Description
We are looking for a motivated Technology Support Agent to join our family of diverse professionals in a highly supportive team environment for Night/Overnight shift support.

The successful candidate will primarily be responsible for providing great customer service and support to our external clients, on a variety of computer applications and platforms.

Who we are looking for:

• Self-directed initiators. People who take ownership of their work and need little prompting to drive productivity.
• Analytical problem solvers. People who can go beyond the problem symptoms and identify root causes, evaluate optimal solutions, and recommend solutions.
• Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure their work meets and exceeds expectations.
• Customer Service Specialists. People who strive to provide the best phone support experience to our very diverse clients.
• Lifelong learners. Those who believe learning never ends and will take advantage of learning opportunities and their own personal career development. Those who enjoy staying current with technology.

Main Job Duties and Responsibilities

• Respond to requests for technical assistance via phone or email while delivering excellent customer service and managing customer expectations.
• You will document and manage customers' reported issues by logging all help desk interactions in ticketing system.
• Monitor and respond to customer inquiries, leading customer communication, assuring timely status updates and issue resolution.
• Diagnose and resolve technical issues remotely.
• Research questions using available information resources.
• Advise user on appropriate action, best practice, etc.
• Follow up with customers/users to ensure complete resolution of issues.
• Redirect or escalate problems to the correct resource, which could be an internal resource or an external vendor.
• Identify and escalate situations requiring urgent attention.
• Create & update client support documentation, knowledge Base Articles and problem resolutions.

Requirements

What you need to be successful

• Strong communication skills, both verbal and written.
• Understanding of customer service best practices and ability to provide a great support experience for the customer.
• Good problem analysis skills and the ability to troubleshoot and resolve IT issues quickly.
• Ability to work independently and as part of a team in a fast-paced environment while managing multiple priorities.
• Familiarity with a help desk ticketing systems.
• A great attitude towards customers and coworkers.
• Adaptability & Team interaction
• Time Management & Organizational Skills
• Attention to detail

Technical Skills

• Working knowledge of Windows operating systems and MacOS.
• Familiarity with Active Directory, Azure Active Directory, Office 365 (now Microsoft 365), and G Suite.
• Working knowledge of VoIP and different VoIP systems.
• Desktop & End-User support basics to include troubleshooting of peripheral devices such as printers and scanners.
• Knowledge of how computer networks operate, WiFi connectivity and network attached devices.

Benefits

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• Night shift
• Overnight shift
• Weekends as needed