Service Desk Agent

Responsibilities

• Assist in maintaining knowledge base articles and FAQs for common issues.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Document all interactions and resolutions in the service desk ticketing system.
• Escalate complex issues to higher-level support teams as necessary.
• Monitor and follow up on open tickets to ensure timely resolution.
• Participate in service improvement initiatives and contribute to team goals.
• Provide guidance and training to end‑users on software and hardware usage.
• Respond to incoming support requests via phone, email, or chat in a timely manner.
• Adhere to all SLA’s for ticket handling and KPI’s associated with technician and group performance.
• Coordinate training and documentation of troubleshooting and support processes.
• Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions; identify opportunities to increase first call resolution rates by identifying trends.
• Provide Level 1 assistance to inquiries into the features, functions, and usage of software.
• Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests).
• Utilize a pre‑defined template on every call and fill out each template completely.
• Willing to work in a 24/5 shift rotation, including holidays.

• Hands‑on experience in supporting an IT Service Desk.
• Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools.
• Excellent interpersonal skills and team coordination.
• High‑school diploma or equivalent; bachelor’s degree in Computer Science or a related field preferred.

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Personal Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Columbus, OH

$50,000–$55,000 a year