Service Desk Agent

Position: Service Desk Agent

Location: Atlanta, GA

Duration: Contract

Primary Skill - Helpdesk, Service Desk, MAC, Service Now.

Responsibilities:

• Provide a consolidated point of contact for Tier 1 technical support to end users.
• Provide 1st level technical support for all IT-related issues, including MAC systems and devices.
• Respond to trouble tickets via phone and email in a timely manner.
• Determine the scope of the trouble ticket and the responsible department.
• Research and resolve technical trouble tickets.
• Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation procedures to minimize impact.
• Document all trouble tickets with clear, concise explanations in a timely and accurate manner, ensuring adherence to department policies and procedures.
• Establish and maintain professional relationships with customers, team members, and department contacts.
• Cooperate with team members to provide the best customer experience possible.
• Provide quality customer service that exceeds customer expectations.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.
• Proficiency in MS FIM will be an added advantage.
• Proficiency in Jira/ Service Now will be an added advantage.

Requirements:

• Associate degree in Information Technology or equivalent related work experience.
• MAC experience is necessary (configuration, troubleshooting, and user support).
• Minimum 2+ years experience in a technical support role.
• Ability to troubleshoot Laptops, Desktops, Peripherals, etc.
• Ability to troubleshoot using Remote Desktop tools.
• Excellent customer service and communication skills.
• Ability to work under pressure and at a fast pace.
• Flexible to support voice, email, and chat support.
• Willingness to work in a rotational shift 247365.
• MCP (Preferred).
• HDI Certified (Preferred).
• A+ (Preferred).