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Service Desk Agent/IT support technician/Desktop Support Technician

2 months ago

Las Vegas, United States Sharp Decisions Full time

Title : Service Desk Agent/IT support technician/Desktop Support Technician (Local to Las Vegas, NV)

Location : Las Vegas, NV (Local and No C2C candidates will be considered)

Contract duration : 6 months with possible extension

Hybrid role


*** Please note that the shift and schedule would be as below:

Wednesday - Friday: 1:00PM PST - 10:00PM PST

Saturday - Sunday: 8:00AM PST - 5:00PM PST


Service Desk Position

Under the direction of the IT Support Supervisor/Manager, the IT Support Specialist will work on the Service Desk and will be the first point of contact for internal customers. The IT Support Specialist is responsible for first- and second-level advisor and internal support and for setting up, testing, upgrading, troubleshooting, and deploying a variety of applications. He or she prepares daily problem reports; enters tickets and updates Service Desk tracking management software; and assists internal and external customers through effective support, communication, software utilization and technology.


Job Description:

  • Providing technical support to advisors for various applications and functions.
  • Interacting with all appropriate departments within IT to restore service and/or identify problems.
  • Documenting and maintaining IT Service Desk-related processes and procedures.
  • Maintaining appropriate service level agreement (SLA) on tickets in Service Now, our service request systems.
  • Accurately classifying and documenting requests and incidents.
  • Fielding incoming requests from end users via telephone ,email, and Chat in a courteous manner.
  • Monitor and address tickets coming through self-service portal.
  • Establishing and maintaining excellent rapport with external customers.
  • Identifying and learning appropriate software and hardware used by the organization.
  • Providing end-to-end user support by following up with the end user to confirm request closure.
  • Occasionally drive to the Data Center to provide remote hands assistance.


Position Requirements:

  • College diploma or university degree in the field of computer science and five years of equivalent working knowledge.
  • Minimum one to three years experience in PC software and hardware support in a corporate environment.
  • Familiar with ITIL framework.
  • Beginning to intermediate knowledge of the administration, installation and troubleshooting of Microsoft Windows 10 and Windows 11.
  • Beginning to intermediate knowledge for installation and troubleshooting of the following software suites: Adobe, Microsoft Office, and other productivity suites.
  • Familiar with the administration and support of clearing house platforms.
  • Familiar with Active Directory administration, including the creation of domain and exchange accounts.
  • Excellent troubleshooting skills over the telephone.
  • Good interpersonal skills and attention to customer service.
  • Ability to work effectively in a fast-paced environment.
  • Ability to communicate effectively.
  • Able to provide first class customer service to both internal and external customers.
  • Able to effectively prioritize incidents and service requests.
  • Able to work flexible hours based on business demands - off business hours, On-Call support, and weekends as necessary .
  • Enjoy working in a team environment.
  • Able to work in a hybrid environment.
  • Able to lift 50lbs.
  • Must have valid driving license and car.


How to Catch our Eye:

  • Experience in ServiceNow
  • Experience in Data Center environment.
  • Experience with network cabling.
  • Experience with basic Windows and Linux servers.
  • Able to differentiate network devices and servers.