Service Desk Agent II

Overview

Service Desk Agent II – We are currently seeking to fill our Service Desk Agent II position at the Georgia campus with a highly qualified and passionate individual.

Job Title: Service Desk Agent II

Department: Information Technology Services

Employment Type: Non-Exempt, Full-time

Location: Suwanee, GA

POSITION SUMMARY

The Service Desk Agent II is responsible for proper prioritization, logging and initial troubleshooting of all incoming requests for support and service from students, faculty, and staff via phone, email, self-service portal or walk-in in a pleasant and professional manner. This position will perform initial troubleshooting of all PCOM supported applications and websites, desktop and mobile-related operating systems, other 3rd party software, and peripheral devices such as printers, scanners, etc.

In addition, the Service Desk Agent II will be a point of escalation and provide direction for issue resolution to other agents.

• Assist users in the resolution of problems related to system operations.
• Create, update, and close tickets in accordance with Service Level Agreements (SLAs).
• Cordially and professionally interact with students, faculty, staff, peers, vendors, and others.
• Respond to all support and service requests through supported channels: phone, web tickets, E-mail requests, walk-ups.
• Perform initial triage and troubleshooting of tickets across all knowledge domains.
• Troubleshoot and resolve all tickets utilizing individual experience, knowledge base, and/or through peer collaboration.
• Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in attempt to resolve.
• Record all outages within the ticketing system and send communications as appropriate.
• Provide basic "how to" training to end users.
• Assist in developing self-help articles as part of the Knowledge Management Process.
• Ensure employee compliance to all policies and procedures.
• Demonstrate core values of Integrity, High Expectations, Accountability, and Safety.
• Complete review of knowledgebase articles to ensure accuracy and relevancy.
• Follow up with end-users to improve communications and customer satisfaction.
• Perform other duties as assigned or requested.

Required Skills and Experience

Education

• A minimum of an Associate's degree in an applied technology area such as Information Systems, Computer Science, Communications and 2+ years' Service Desk or equivalent experience.
• Bachelor's Degree in an applied technology area such as Information Systems, Computer Science, and/or Communications preferred.

Experience

• Prior customer service experience.
• IT support experience is a plus but not required.

Technical Skills

• Basic understanding of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365 applications.
• Knowledge of basic networking concepts (Wi-Fi, VPN, IP addresses).
• Experience using a ticketing system is a plus.

Key Competencies

• Strong problem-solving and troubleshooting skills.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies.
• Strong attention to detail and organizational skills.

Starting Salary: $21.75 per hour

The referenced salary range is based on PCOM good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. PCOM offers a total rewards package that supports our employees' health, life, career and retirement

PCOM prohibits discrimination on the basis of age, race, sex, color, gender, gender identity and expression, national origin, ethnicity, ancestry, sexual orientation, religion, creed, disability, genetic information, marital status, pregnancy, military and military veteran status or any other legally protected class status in all its programs, activities, and employment practices.