IT Service Desk Agent

Job Title: IT Service Desk Agent

Location:
Charlotte, NC//This is a hybrid position.

The candidate will be required to work onsite at least two days a week in Charlotte, NC.

Duration: 9+ Months

Typical

Experience:

12-36 months

Description:
The IT Service Desk Agent I will provide front line telephone/email support to internal customers with IT related software and hardware issues.

• Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems

• Perform First Contact Resolution (FCR)

• Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)

• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database

• Understand and adhere to Incident Management, Request Management, and Knowledge Management policies

Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist.