Hybrid Service Desk Agent – Technical Support

at Workforce Opportunity Services

• Job title: Service Desk Agent – Technical Support
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $19 per hour
• Degree requirement: High School Diploma
• Tech skills: Linux, MacOS
• Location requirements: Hybrid, Farmers Branch, United States

About the role

• IT Support Technician role providing technical support for workstations, hardware, and software issues. Ideal for enthusiastic candidates with experience in a flexible, team-oriented environment.

Responsibilities

• Provides technical support for standard configurations of workstations, personal computers and associated hardware and software.
• Troubleshoots standard software and hardware questions, issues, problems and failures via telephone, chat or tickets.
• Identifies complex issues, questions and problems and refers them to more senior staff or other IT groups for investigation and resolution.
• Screens, diagnoses and resolves or refers specific assigned inquiries and work requests received via phone, chat or tickets related to maintenance of personal computers, workstations, software and associated hardware; refers those requests to appropriate IT staff for resolution.
• May work with other members of the staff to resolve more complex matters.
• Works to develop an understanding of standard issues, questions and problems with standard workstations, personal computers, software and associated hardware and the resolutions to those matters.
• Follows policies, procedures and standards in responding to end user requests and providing end user support.
• Documents and reports all service requests and their outcome, following standard procedures and practices.
• Performs other responsibilities associated with this position as may be appropriate and assigned.

Requirements

• Authorized to work in the United States
• High School Diploma or Equivalent
• Available to work full-time
• Experience with MacOS.
• Experience with Linux.
• Knowledge of Microsoft Operating Systems (Windows 10/11 and Office 365) and applications.
• Knowledge of personal computer technology and hardware as well as cellular telephones.
• Knowledge of the M.I.S. environment
• Knowledge of M.A.C. (Moves, Adds, and Changes) and Virtual Desktop preferred
• Knowledge of KCS Method and Knowledge based articles
• Excellent customer service skills
• An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems with personal computers, workstations, software, and associated hardware

Benefits

• Low Cost Health Insurance (after 90 days Full Time)
• Paid Vacation (Accrual begins immediately - Available After 90 days Full Time)
• Paid Company Holidays
• Education (Tuition Assistance, Student Loan Reimbursement or Professional Development)
• Individual Mentor