Desktop Support Agent for Technical Service Desk

Vitil Solutions
Job Description
Do you thrive on helping end-users and enjoy being part of a team? Do you like being in the bird's eye seat for the end-users and getting experience to work various issues? We at Vitil Solutions are looking for Service Desk professionals that have the enthusiasm to be part of a technical service desk team. Your primary focus will be to answer phones and work ticket queues. You will figure out how to solve end-user issues and document the issues so we can measure the success of problem management. Support will include desktop issues and triage of all IT network incidents. Must have good friendly verbal skills to diagnose technical problems and good writing skills to contribute to a knowledge base. Professional humor and team comradery will go along way! You should know how to support Dell and HP products. Experienced with Software and printer installs. Compassionate to help with customer management issues. Proactive in communications and escalations. Arrange for technical support when problems cannot be resolved. Must be able to work autonomously, and over time be a mentor for others, but enjoy being part of a team environment. Must be able to follow the process in the client's service catalog, security policies, and technical specifications. Deliver accuracy and consistency--especially during peak volume or rush situations. Within six months, you must be able to rotate with field technicians and provide desk-side support or warranty repairs at a minimum of 25% of the time This position will occasionally rotate with your coworkers to cover after-hour calls. If you do, we pay an allowance and overtime. After-hour calls average 1-8hrs over the course of 2.5 weeks. Job Qualifications: 3 years+ experience with a Service or Help Desk and PC expertise. Experienced working with Remote Desktop (RDP) and SCCM Remote Tools is a plus! REQUIRED: ComptiaA+ certification, Microsoft Modern Desktop Cert MD100, and MD101 Answer phones, type 35 WPM, ticketing, email, customer service, and time management skills are required. Valid driver's license and reliable transportation for remote offices, tasks and staff meetings. Participate in role rotations for after-hours on-call, EOC, desk, field, and warehouse queues as needed. A.A. Degree, preferred, B.A. and ITIL experience and/or Process Management or Analyst experience is a plus! Please email your resume and cover letter, please no walk-ins. Our benefits package includes: Medical benefits that are partially subsidized Additional benefits available for dental, vision, STD, LTD & Life. 10 days of paid time off but this increases with longevity 8 paid holidays each year Flexible Spending Account (FSA) 401k retirement plan (with company match) Profit Sharing Paid certifications Annual training allowance
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