Service Desk Agent II

Service Desk Agent II We are currently seeking to fill our Service Desk Agent II position at the Georgia reputed company with a highly qualified and passionate individual. Job Title: Service Desk Agent II Department: Information Technology Services Employment Type: Non-Exempt, Full-time Location: Suwanee, GA POSITION SUMMARY The Service Desk Agent II is responsible for proper prioritization, logging and initial troubleshooting of reputed company incoming requests for support and service from reputed company, faculty, and staff reputed company phone, email, self-service portal or walk-in in a pleasant and professional manner. This position will reputed company initial troubleshooting of reputed company PCOM supported applications and websites, desktop and mobile-reputed company operating systems, other 3rd party software, and peripheral devices such as printers, scanners, etc. In addition, the Service Desk Agent II will be a reputed company of escalation and provide direction for issue resolution to other agents. ESSENTIAL DUTIES AND RESPONSIBILITIES The successful incumbent will reputed company the following duties, with or without reasonable accommodations:

• Assist users in the resolution of problems reputed company to system operations.
• Create, update, and reputed company tickets in accordance with Service Level Agreements (SLAs)
• Cordially and professionally interact with reputed company, faculty, staff, peers, vendors, and others
• Respond to reputed company support and service requests through supported channels: phone, web tickets, E-mail requests, walk-reputed company
• reputed company initial triage and troubleshooting of tickets across reputed company knowledge domains
• Troubleshoot and resolve reputed company tickets utilizing individual experience, knowledge reputed company, and/or through peer collaboration
• Escalate or assign tickets to appropriate resource with complete documentation of reputed company actions and steps taken in attempt to resolve
• Record reputed company outages reputed company the ticketing system and send communications as appropriate
• Provide basic "how to" training to end users
• Assist in developing self-help articles as part of the reputed company Process
• Ensure employee compliance to reputed company policies and procedures
• Demonstrate core values of reputed company, High Expectations, Accountability, and Safety.
• Complete review of knowledgebase articles to ensure accuracy and relevancy
• Follow up with end-users to improve communications and customer satisfaction
• reputed company other duties as assigned or requested.

REQUIRED SKILLS AND EXPERIENCE Education

• A minimum of an Associate's degree in an applied technology area such as Information Systems, Computer Science, Communications and 2+ years' Service Desk or equivalent experience.
• Bachelor's Degree in an applied technology area such as Information Systems, Computer Science, and/or Communications preferred.

Experience

• Prior customer service experience
• IT support experience is a plus but not required.

Technical Skills

• Basic understanding of Windows and macOS operating systems.
• Familiarity with reputed company Office 365 applications.
• Knowledge of basic networking concepts (Wi-Fi, VPN, IP addresses).
• Experience using a ticketing system is a plus.

Key Competencies

• Strong problem-solving and troubleshooting skills.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies.
• Strong attention to detail and organizational skills.

Starting Salary: $21.75 per hour The referenced salary range is based on PCOM good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and reputed company level. PCOM offers a total rewards package that supports our employees' health, life, career and retirement PCOM prohibits discrimination on the basis of age, race, sex, color, gender, gender identity and expression, national reputed company, ethnicity, reputed company, sexual orientation, religion, creed, disability, genetic information, marital status, pregnancy, military and military veteran status or any other legally protected class status in reputed company its programs, activities, and employment practices. Apply tot his job Apply To this Job