Information Technology Help Desk

This range is provided by Russell Tobin. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$20.00/hr - $21.00/hr

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The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.

• Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly
• Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems
• Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/peripherals and software

• Excellent communication skills required
• Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment
• Preferred work experience in technical support role but not required
• Required
  
  Education:
  
  High school diploma or GED with relevant work experience

Entry level

Contract

Finance and Information Technology

Referrals increase your chances of interviewing at Russell Tobin by 2x.

• Medical insurance
• Vision insurance
• 401(k)