Tier 1 - Service Desk Agent - McKinney, TX
NETRIO
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:
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.
- 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.
- 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
- 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.
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
- Vision insurance
- 8 hour shift
- Evening shift
- Monday to Friday
- Night shift
- Overnight shift
- Weekends as needed
Vacancy posted 2 days ago
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