Key Responsibilities:

Provide phone, email, and web-based support to users after an initial acclimation period.
Greet customers, determine the nature of the issue, resolve Level 1 problems where possible, and create tickets in the ticketing system.
Escalate tickets to appropriate work groups when necessary.
Troubleshoot reported issues to determine root cause (e.g., hardware, software, applications, telecom, desktops, mobile devices, printers).
Evaluate whether equipment replacement is needed and coordinate warranty services when appropriate.
Maintain and update assigned tickets regularly.
Communicate status updates and follow-up with users to ensure satisfactory resolution before closing tickets.
Escalate unresolved issues to the next level of support.
Deliver high-quality customer service through excellent phone, oral, and written communication skills.
Work within an IT Service Management (ITSM) framework, meeting defined Service Level Agreements (SLAs).
Apply problem-solving skills to resolve desktop support issues, including software/hardware enhancements, application deployments, and infrastructure upgrades.

Job Types: Full-time, Contract

Pay: $23.00 - $29.00 per hour

Expected hours: 40 per week

Schedule:

Experience:

License/Certification:

Security clearance:

Work Location: In person

Agensys Corporation

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