level 1 agent.

　　irving , texas (remote)

　　posted 2 days ago

　　job details

　　summary

　　$18 - $19 per hour

　　contract

　　high school

　　category computer and mathematical occupations

　　reference1039563

　　job details

　　job summary:

　　The Service Desk Analyst is responsible for answering customer calls, chats and emails. While documenting each interaction in our ticketing system. The analyst will use the information gathered to diagnose and resolve all requests remotely. This includes supporting a wide range of software, hardware, networks, and servers. This is a remote position but the candidate needs to live in Frisco TX for on-site training.

　　location: Irving, Texas

　　job type: Contract

　　salary: $18 - 19 per hour

　　work hours: 8am to 5pm

　　education: High School

　　responsibilities:

　　Required Skills -

　　Great personality and highly motivated achiever

　　strong customer service support skills

　　Dependable and Reliable with the ability to work independently while remote

　　Motivated individual who likes to learn new processes

　　A team player who enjoys working in a team environment

　　Job Duties -N/A

　　Job Requirements -N/A

　　Desired Skills & Experience -(Training onsite for 2 weeks)

　　Supporting the customer via inbound interactions (ex: calls, chats, e-mails, voicemail, phone system-prompted callbacks, and user submitted tickets)

　　Accurately logging, ticketing, and tracking all interactions with the users

　　Accurate, timely, and professional follow-up and resolution for all supported issues

　　Accurately following instructions (team documentation and knowledge base articles) on processes and procedures

　　Using the tools provided offer remote assistance to diagnose and solve client issues

　　Collaborate with the Service Desk team to ensure proper resolution or escalation of tickets

　　Accurate escalation of tickets per instructions (team documentation and knowledge base articles)

　　Regular (minimum daily) follow-up on all assigned tickets

　　Quick identification and accurate processing of high priority issues

　　Skills and Qualifications:

　　Proficient in Microsoft Windows and Office

　　Familiar with Mac and iOS

　　Familiar with Active Directory and Bomgar

　　Familiar with ServiceNow

　　Able to follow detailed processes with written and verbal instruction

　　Able to learn new software systems quickly and accurately

　　Able to type at least 40 words per minute

　　Able to perform under high pressure environment

　　Dependable and punctual

　　Problem solving using available resources to solve a user's issue

　　Ability to communicate and interact at all levels of the organization (senior IT down to the non-technical staff)

　　Experience troubleshooting Windows-based computers

　　General awareness of computer systems and network management

　　Experience with the following systems is preferred:

　　o Active Directory

　　o Microsoft Office (Outlook, Word, Excel, Teams, and SharePoint)

　　o Google Workspace (formerly G Suite)

　　o iOS and Android Device Support is a plus, but not required

　　qualifications:

　　Experience level: Experienced

　　Minimum 2 years of experience

　　Education: High School

　　skills:

　　Windows

　　customer support

　　Helpdesk (2 years of experience is required)Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected] offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).Applications accepted on ongoing basis until filled.