Service Desk Agent
Phoenix - Arizona
Contract Position
Job Description
L1 Technical Support
Handling all the Inbound calls chat and emails in service desk
Handling Basic L1 level queries from end users
Diagnose and quickly resolve a wide range of Windows applications issues
Basic troubleshooting knowledge for internetLAN WAN Connectivity issues and VPN issues
When the restoration is beyond the scope of the support escalate the issueproblem to appropriate resolver group using IT Ticketing System
Install upgrade support and troubleshoot for printers related computer hardware
Performs general preventative maintenance tasks on computers laptops printers
Customize configure desktop hardware to meet specifications and business standards
Email account administration ie account creation and management and distribution lists on Office 365
User account administration ie account creation and management and password resets on Active Directory
Familiarize end users on basic software hardware and peripheral device operation and solve basic queries
Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool
Configuring iPadiPhonesAndroid for the users to enable them check emails and be connected on the go
Basic knowledge of Networking Virtualization Outlook Windows Mac OS Web Based and Installable applications
Strong knowledge on MFA configuration
Customer Focus
Providing timely and accurate resolution of technical issues experienced by the Users
Excellent communication skills
Identify and escalate severe issues which could cause production impact
Technical Skillset Need to Know
Networking Experience in LANWAN Environment
Good knowledge of Active Directory
Citrix
O365
Microsoft Windows
Mobile Operating Systems AndroidiOS
Antivirus
SharePoint
Knowledge of LaptopDesktopTablet issues
VPN Troubleshooting Cisco VPN
MFA
Technical Skillset Good to Know
Knowledge of Infrastructure Exchange Server Technologies
Virtualization VMware Cloud Azure
Hands on experience working in Service Now ticketing tool
Skills
Mandatory Skills : Servicedesk
Good to Have Skills : Jira Service Desk, Windows Server
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