Description

The IT Service Desk Agent I will serve as the front line support for internal customers addressing IT-related software and hardware issues. This position entails assisting customers with the use of computer hardware (e.g., tablets, desktops, laptops) and software (e.g., O365 & Windows Operating systems), printing, installation, enterprise applications, electronic mail, and operating systems.

Company Culture and Environment

The work environment encourages independent problem-solving as agents typically handle small initiatives and assignments. Team collaboration is essential when working on larger projects that require multiple agents and specialists.

Career Growth and Development Opportunities

While the role primarily focuses on front line support, there are opportunities to assist on larger initiatives, allowing for exposure to diverse IT projects and the chance to develop new skills.

Detailed Benefits and Perks

• Onsite work flexibility of at least two days a week
• Collaborative work culture

Compensation and Benefits

• W-2 Rate - up to $20/hour

Why you should apply for this position today

By applying for this position, you will contribute directly to enhancing the IT experience of your colleagues, improving their daily operations. This is a great opportunity to gain valuable experience in IT support, which can lead to further career advancement.

Skills

• Proficient in supporting computer hardware and software
• Strong communication skills
• Ability to perform First Contact Resolution (FCR)
• Familiarity with Active Directory for user identity management
• Capability to develop and maintain documentation for Knowledge Management
• Understanding of Incident Management and Request Management policies

Responsibilities

• Provide front line telephone and email support to internal customers
• Assist customers with IT-related issues concerning hardware and software
• Perform First Contact Resolution (FCR)
• Provide operational support for user identity management and password management
• Develop and maintain documentation for Knowledge Articles in the Knowledge Management Database
• Understand and adhere to relevant IT management policies

Qualifications

• Prior experience in IT support or a related field is preferred
• Strong customer service orientation

Education Requirements

• High school diploma or equivalent

Education Requirements Credential Category

• Not specified

Experience Requirements

• Experience in IT support or related roles is advantageous

Why work in Charlotte, NC

Charlotte is a vibrant and growing city known for its rich culture, diverse community, and expanding job market. With a strong focus on technology and innovation, Charlotte provides a dynamic environment for personal and professional growth, making it an attractive place to live and work.