Help Desk Agent (Full Time) (37636)

JOB LOCATION:

ONSITE- OFFICE

Job Description Summary

Responsible for handling the first line of direct support and response to all Information Technology related service requests. Performs initial triage and diagnostics by collecting information over the phone and using remote tools as required. Applies logical troubleshooting with IT knowledge and experience to resolve the issue or adds all relevant documentation prior to escalating to other IT teams.

Essential Duties and Responsibilities (other duties may be assigned)

• Handle first line of IT support for all end user related service requests.
• Triage and perform diagnostics utilizing all available tools while providing excellent customer service.
• Apply logical troubleshooting with IT knowledge and experience to resolve the issue or add all relevant documentation prior to escalating to other IT teams.
• Constantly monitor and manage the Help Desk ticket queue and respond to requests in a timely fashion, documenting all aspects of a given situation including root cause analysis and resolution.
• Solicit feedback from other Help Desk Technicians to optimize and improve support while maintaining a solid understanding of general end-user support needs and requirements.
• Work with other IT team members on creating and maintaining a knowledge base while ensuring complete and accurate information.

Access to Sensitive Areas and Information:

As according to the ACGC Access Matrix

Signatory Ability:

None