The Service Desk Level 1 Agents are the first point of contact for End Users seeking technical assistance and/or support for all IT related hardware, network, printing, mobile device, websites and application issues\. They provide technical support over the phone, on\-line web submit forms, email and chat sessions and are responsible to answer inquiries, troubleshoot problems, provide information and handle complaints\. Level 1 Service Desk Agents are under the supervision of the Service Desk Manager\. As a member of a Service Desk team, agents contribute to the overall management of the IT function\.
About the role:
A Level 1 Incident Agent will be the first line of support for customer contact on all IT issues including:
• Hardware – Servers / PCs / printers / LAN Hardware
• Passwords and authentication
• Software – Server & Desktop Operating Systems / e\-mail / intranet / Desktop Applications
• Wide Area Network & VPN
• Mobile Devices \(Android/iPhone/Blackberry, etc\.\)
• Backup/restore of files and folders
• Windows 7/8, Server 2008/2012, Active Directory, Office 2010/2013, MS Outlook 2013, VPN, Cisco WebEx Connect, Lotus Notes 8\.5, Mainframe, MSRA, Mobile Devices and Engineering applications
A Level 1 Incident Agent will be required to:
• Follow standard Service Desk operating procedures; accurately logging all Service Desk tickets using the defined tracking software
• Attend all Service Desk training sessions
• Become familiar with Service Desk policies and services
• Respond to questions from all emails, chat sessions, on\-line web forms and callers in a professional manner
• Research required information using available resources
• Identify and escalate priority issues
• Route and dispatch calls to appropriate resource
• Follow up on Customer calls when necessary
• Learn fundamental operations of commonly used Software, Hardware, and other Equipment
• Be punctual and have an exemplary attendance record
• Have the flexibility and willingness to work any shift should our business needs change \(nights, weekends, holidays\)
Minimum Qualifications:
•Ability to communicate solutions in a professional and user\-friendly manner
•Basic knowledge of computer technology, including hardware, software, email, Internet and networking
•Able to multi task and handle a constantly changing workflow in order to maintain a high level of daily productivity
•Excellent interpersonal skills and ability to work well with others
•Ability to exercise patience and professionalism during stressful situations
•Customer Service orientation \- previous Customer Service experience strongly desired
•Creativity – Possess critical thinking skills and have the ability to think around problems and generate creative solutions
•Ability to work with or without direct supervision and as part of a team
•Ability to work any shift as our business needs dictate, including weekends, nights, and holidays
•Excellent attendance
Education:
• Minimum : High School diploma
• Preferred : Technical or an Associate’s degree; six months to one year related experience and/or training; or equivalent combination of education and experience\.
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, sexual orientation, gender identity/expression, or protected veteran status\.
**Job:** _Information Technology_
**Title:** _Tech Services_
**Location:** _United States_
**Requisition ID:** _INF0015194_
**Other Locations:** _US\-MI\-Warren \(Tech Ctr\)_