NEW JOB OPENING
IT HELP DESK AGENT
IN Plano, TX, USA!

Required Education

• High School Diploma



Required Qualifications/Skills/Experience

• Reliability and flexibility are extremely important

• Strong customer service skills

• Effective listening skills

• Strong written and verbal communication skills

• Good problem-solving skills and decision-making ability

• Technical aptitude with PC literacy

• Basic knowledge of Windows operating systems

• Strong enthusiasm and desire to learn

• Self-motivation and organization

• Ability to learn and apply technical information in a fast-paced, demanding work environment

• Ability to follow policies and procedures with attention to detail

• Strong, stable internet connection

• Ability to connect via Ethernet cable rather than a wireless connection



IT Help Desk Agent Overview

• The IT Help Desk Agent acts as a single point of contact for customers seeking resolution of technology-related issues through telephone, email, or web channels

• This role provides Level 1 technical support for low- to medium-complexity issues and requires the ability to troubleshoot, analyze, resolve, track, escalate, and accurately document technical problems

• The Help Desk Agent supports network and email connectivity, computer operating systems, hardware and software, internally developed applications, and mainframe and midrange operations

• The position requires strong customer service, effective listening, and excellent written and verbal communication skills, along with good problem-solving and decision-making abilities

• Candidates should have technical aptitude, PC literacy, and basic knowledge of Windows operating systems, as well as the ability to learn and apply technical information in a fast-paced and demanding work environment

• The role requires reliability, flexibility, self-motivation, organization, attention to detail, and adherence to established policies and procedures

• The position includes a 3-week instructor-led training program to support the development of the technical knowledge and skills required for the role

• A strong, stable internet connection is required, and candidates must be able to connect via Ethernet cable rather than a wireless connection



Job Duties

• Act as a single point of contact via telephone, email, or web for resolution of technology-related issues

• Document customer requests in the incident tracking system

• Support network and email connectivity, computer operating systems, hardware and software, internally developed applications, mainframe, and midrange operations

• Interact with customers and peers to diagnose and resolve problems

• Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems

• Support features, functionality, and usage of specific applications

• Provide Level 1 technical support of low- to medium-complexity issues

• Provide input and updates to the technical knowledgebase as necessary

• Adhere to established policies and procedures and make sound business decisions under direction by following documented procedures

• Report problems with procedures and make suggestions for improvements

• Perform related duties as assigned or requested

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**