Description

The IT Help Desk Agent will serve as the primary point of contact for technology-related issues via telephone, email, or web. This role requires documenting customer requests in the call tracking system and supporting network and email connectivity, computer operating systems, hardware and software, along with internally developed applications and midrange operations. The agent will interact with customers to diagnose and resolve problems while providing Level 1 technical support of low to medium complexity.

Company Culture and Environment

This position reflects a collaborative and supportive work environment, emphasizing effective communication and teamwork. Employees are encouraged to make sound business decisions and contribute to process improvements.

Career Growth and Development Opportunities

Training is essential for this role, with a mandatory 3-week instructor-led program that prepares employees for success. Demonstrated proficiency may lead to shift changes based on business needs, indicating potential for growth within the organization.

Detailed Benefits and Perks

While specific benefits are not detailed in the job description, the training program and potential shift flexibility suggest a commitment to employee development and adaptability to individual needs.

Compensation and Benefits

• 12-month contract with the potential to extend up to 24 months.

Why you should apply for this position today

This is a great opportunity to enter the IT field and develop valuable skills in a supportive environment. The role offers a chance to make significant contributions to customer satisfaction while gaining experience in technical support.

Skills

• Strong communication skills for effective customer interaction
• Ability to troubleshoot and analyze technical problems
• Familiarity with computer operating systems, hardware, and software
• Experience in documenting and tracking issues through a call tracking system
• Capability to provide Level 1 technical support

Responsibilities

• Act as a single point of contact for technology-related issues.
• Document customer requests in the call tracking system.
• Support network and email connectivity, computer operating systems, hardware, and software.
• Interact with customers and peers to diagnose and resolve problems.
• Troubleshoot, analyze, and resolve various technical problems.
• Provide input and updates to the technical knowledge base.
• Adhere to established policies and procedures.
• Report problems with procedures and suggest improvements.
• Perform related duties as assigned.

Qualifications

• Excellent problem-solving skills.
• Strong customer service orientation.
• Ability to work in a team-oriented environment.

Education Requirements

• High school diploma or equivalent.

Education Requirements Credential Category

• High School Diploma or GED.

Experience Requirements

• Prior experience in a customer service role is preferred but not required.

Why work in Plano, TX

Plano is known for its vibrant economy, excellent quality of life, and diverse community. With a strong emphasis on technology and innovation, residents benefit from numerous leisure activities, shopping, and dining options, making it an attractive place to work and live.