Service Desk Agent (Las Vegas)

job summary :

• Providing technical support to advisors for various applications and functions.
• Interacting with all appropriate departments within IT to restore service and / or identify problems.
• Documenting and maintaining IT Service Desk-related processes and procedures.
• Maintaining appropriate service level agreement (SLA) on tickets in Service Now, our service request systems.
• Accurately classifying and documenting requests and incidents.
• Fielding incoming requests from end users via telephone ,email, and Chat in a courteous manner.
• Monitor and address tickets coming through self-service portal.
• Establishing and maintaining excellent rapport with external customers.
• Identifying and learning appropriate software and hardware used by the organization.
• Providing end-to-end user support by following up with the end user to confirm request closure.
• Occasionally drive to the Data Center to provide remote hands assistance.

responsibilities :

Position Requirements :

• College diploma or university degree in the field of computer science and five years of equivalent working knowledge.
• Minimum one to three years' experience in PC software and hardware support in a corporate environment.
• Familiar with ITIL framework.
• Beginning to intermediate knowledge of the administration, installation and troubleshooting of Microsoft Windows 10 and Windows 11.
• Beginning to intermediate knowledge for installation and troubleshooting of the following software suites : Adobe, Microsoft Office, and other productivity suites.
• Familiar with the administration and support of clearing house platforms.
• Familiar with Active Directory administration, including the creation of domain and exchange accounts.
• Excellent troubleshooting skills over the telephone.
• Good interpersonal skills and attention to customer service.
• Ability to work effectively in a fast-paced environment.
• Ability to communicate effectively.
• Able to provide first class customer service to both internal and external customers.
• Able to effectively prioritize incidents and service requests.
• Able to work flexible hours based on business demands - off business hours, On-Call support, and weekends as necessary
• Enjoy working in a team environment.
• Able to work in a hybrid environment.
• Able to lift 50lbs.
• Must have valid driving license and car.

How to Catch our Eye :

• Experience in ServiceNow
• Experience in Data Center environment.
• Experience with network cabling.
• Experience with basic Windows and Linux servers.
• Able to differentiate network devices and servers.

Shift and Schedule :

• Thursdays - Friday : 1 : 00PM PST - 10 : 00PM PST
• Saturday - Sunday : 8 : 00AM PST - 5 : 00PM PST

qualifications :

• Experience level : Experienced
• Minimum 5 years of experience
• Education : Bachelors

skills :

• Windows (3 years of experience is required)
• servicenow (1 year of experience is preferred)
• ITIL (2 years of experience is required)
• Active Directory (2 years of experience is required)
30+ days ago