Tier 1 - Service Desk Agent - McKinney, TX

Technology Support Agent

We are looking for a motivated Technology Support Agent to join our family of diverse professionals in a highly supportive team environment for Night/Overnight shift support. The successful candidate will primarily be responsible for providing great customer service and support to our external clients, on a variety of computer applications and platforms.

Main

Job Duties and Responsibilities:

• Respond to requests for technical assistance via phone or email while delivering excellent customer service and managing customer expectations.
• Document and manage customers' reported issues by logging all help desk interactions in ticketing system.
• Monitor and respond to customer inquiries, leading customer communication, assuring timely status updates and issue resolution.
• Diagnose and resolve technical issues remotely.
• Research questions using available information resources.
• Advise user on appropriate action, best practice, etc.
• Follow up with customers/users to ensure complete resolution of issues.
• Redirect or escalate problems to the correct resource, which could be an internal resource or an external vendor.
• Identify and escalate situations requiring urgent attention.
• Create & update client support documentation, knowledge Base Articles and problem resolutions.

Requirements:

• Strong communication skills, both verbal and written.
• Understanding of customer service best practices and ability to provide a great support experience for the customer.
• Good problem analysis skills and the ability to troubleshoot and resolve IT issues quickly.
• Ability to work independently and as part of a team in a fast-paced environment while managing multiple priorities.
• Familiarity with a help desk ticketing systems.
• A great attitude towards customers and coworkers.
• Adaptability & Team interaction
• Time Management & Organizational Skills
• Attention to detail
• Technical Skills
• Working knowledge of Windows operating systems and MacOS.
• Familiarity with Active Directory, Azure Active Directory, Office 365 (now Microsoft 365), and G Suite.
• Working knowledge of VoIP and different VoIP systems.
• Desktop & End-User support basics to include troubleshooting of peripheral devices such as printers and scanners.
• Knowledge of how computer networks operate, WiFi connectivity and network attached devices.

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift Evening shift
• Monday to Friday
• Night shift
• Overnight shift
• Weekends as needed