Job Description

Position:

Senior Help Desk Agent

Description:

As a Senior Help Desk Agent, you will provide excellent customer service to users in a large enterprise environment. Key responsibilities include responding to user trouble tickets based on Service-Level Agreements (SLAs) via phone, chat, or email; performing daily user support activities for hardware and software issues both over the phone and in person; using common helpdesk software like ServiceNow and remote assistance tools to track and resolve issues; assisting users with installation and configuration of supported software and hardware; following up to ensure satisfactory resolution; escalating issues to appropriate teams and documenting incidents; and directing other specialists and handling escalated tickets when necessary.

Requirements:

Requirements: 5+ years of relevant experience in customer service and technical support activities. 4+ years of technical experience in IT with microcomputers, DOS and Windows operating systems, office application suites, and client-server applications. Knowledge of Customer Experience (CX) best practices and Knowledge-Centered Service (KCS) is a plus. Experience with ticket and call management systems preferred. Excellent communication skills, ability to work independently or as part of a team, and strong problem-solving skills. Must be able to obtain and maintain a Government Security Clearance. US citizenship required.

Benefits:

Benefits include: 401(k), 401(k) matching, dental insurance, flexible schedule, flexible spending account, health insurance, health savings account, life insurance, paid time off, professional development assistance, referral program, retirement plan, tuition reimbursement, and vision insurance.\r\rEqual Employment Opportunity employer.

Job Tags

Flexible hours,

Similar Jobs