US - Staffing - IT Help Desk Agent

Title - IT Help Desk Specialist

Location - 7900 Windrose Ave., Plano TX, 75024; 225 Borthwick Ave., Portsmouth, NH 03801

Duration -

• Act as a single point of contact via the telephone, email or web for resolution of technology-related issues
• Document customer requests in our incident tracking system
• Support network and e-mail 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, escape and accurately document various technical problems
• Support features, functionality, and usage of specific applications
• Provide Level 1 technical support of low to medium complexity
• Provide input and update to the technical knowledgebase as necessary
• Adhere to established policies and procedures. Make sound business decisions, under direction by following documented procedures
• Report problems with procedures and makes suggestions for improvements
• Perform related duties as assigned or requested

• Reliability & 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; attention to detail