Service Desk - Call Center Agent - Information Technology

General Description

Under supervision, the Service Desk
- Call Center Agent serves as the first point of contact for IT support within the organization. This role is responsible for managing incoming requests via phone, email, and ticketing systems while providing first-level technical assistance. The position handles basic technical issues, troubleshooting, and service requests, focusing on problem-solving at the foundational level. Additionally, this position emphasizes issue resolution, proper documentation, and escalation to higher-tier support when necessary.

This position exercises no supervision.

• Answer and respond to incoming phone calls, emails, and support tickets in a timely and professional manner while accurately logging, categorizing, and prioritizing all support requests in the ticketing system.
• Using documented procedures, provide basic troubleshooting and resolution for common technical issues such as password resets, account unlocks, software setup, and basic hardware diagnostics while ensuring resolution details are documented within the ticket before closure.
• Identify and elevate unresolved Tier 1 issues to Tier 2 Service Desk agents, ensuring a smooth handoff, and further elevate to Tier 3 System Administrators if necessary.
• Assist in identifying recurring issues and contribute to the improvement of the knowledge base.
• Manage user accounts, licenses, and permissions within Microsoft 365, including support for applications such as Exchange Online, SharePoint, Teams, and One Drive.
• Perform basic to advanced tasks such as user account creation, group policy management, file server permissions and collaborate with team members on Active Directory maintenance and optimization.
• Diagnose and resolve technical issues in a timely manner to minimize downtime and provide end-user support for Microsoft-related issues.
• Ensure the health and security of Windows Server environments. Monitor the health of systems using tools like Microsoft Endpoint Manager and Azure Monitor.
• Implement security best practices for Microsoft environments, including conditional access, MFA, and role-based access controls. Monitor and maintain compliance with organizational policies within the Microsoft 365 environment.
• Ensure adherence to organizational and industry compliance standards.

• Perform routine system checks and provide feedback to the IT team.
• Ensure all support interactions meet service-level agreements (SLAs).
• Participate in training sessions to stay updated on IT systems and tools.
• Provide direct support to systems administrators and others as required.

Performs other job-related duties and responsibilities as assigned.

• Microsoft Azure & Microsoft 365:
  Core Azure services (storage accounts, app services), Azure Active Directory (AAD) for identity and access management, Microsoft 365 administration (Teams, Exchange Online), and Windows Server management (Active Directory, DNS, DHCP, group policies, and user/device management).
• Operating Systems & Account Management:
  Microsoft Windows navigation, files and permissions management, user account setup and password resets within Active Directory.
• Ticketing & Documentation:
  Creating and updating tickets, documenting systems, and creating standard operating procedures.
• Hardware & Networking:
  Computer components, peripheral setup and troubleshooting, Wi-Fi/Ethernet fundamentals, connectivity troubleshooting, and basic network troubleshooting (Ping, Ipconfig).
• Remote Support & Customer Service:
  Utilizing remote support tools to assist end users, clear communication, and empathy in support interactions.
• IT Security & Mobile Device Management:
  Password security, phishing awareness, iOS/Android setup and troubleshooting, and documentation standards.

• Basic understanding of computer hardware, software, and networking principles.
• Understand Microsoft 365 and Azure ecosystems.
• Familiarity with ticketing systems and remote support tools.
• Understand basic networking concepts.
• Use Power Shell for scripting and troubleshooting.
• Proficiency in troubleshooting common technical issues in Windows and macOS environments.
• Understand the basics of security practices and principles
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to prioritize, manage workload efficiently, and multitask in a fast-paced environment.

• Troubleshoot Azure…