IT Service Desk Agent

Overview

On Site
Depends on Experience
Contract - Independent
Contract - W2
Contract - 1 Year(s)

Skills

Active Directory
Computer Hardware
Database
Documentation
Enterprise Software
Identity Management
Knowledge Management
Laptop
Microsoft Windows
Service Desk
Tablet
Technical Support

Job Details

Job Description:

The IT Service Desk Agent I will provide frontline support to internal users for IT-related hardware and software issues.

< data-start="847" data-end="873">Responsibilities:</>

  • Provide phone/email support for issues related to computer hardware (laptops, desktops, tablets) and software (Windows OS, O365, enterprise apps, etc.).

  • Perform First Contact Resolution (FCR) for reported issues.

  • Support identity management activities: username creation, system access, and password resets (via Active Directory).

  • Maintain and update documentation in the Knowledge Management Database.

  • Follow standard procedures for Incident, Request, and Knowledge Management.

  • May independently handle smaller initiatives or support larger projects as part of a team.

< data-start="1465" data-end="1494">Experience Required:</>

  • 1 to 3 years (12 36 months) of IT Service Desk or Technical Support experience.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.