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IT Service Desk Agent

4 months ago

Charlotte, United States Crescens Full time
Job Title: IT Service Desk Agent
Location: Charlotte, NC-Hybrid
Duration: 4 Months
Note:
  • This is a hybrid position. The candidate will be required to work onsite at least two days a week in Charlotte, NC.
Job Description:
The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software and hardware issues.
  • Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems
  • Perform First Contact Resolution (FCR)
  • Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)
  • Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
  • Understand and adhere to Incident Management, Request Management, and Knowledge Management policies.
  • Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist.
Required Skills:
  • Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops
  • Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)
  • Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
  • Previous experience providing IT support by phone/email.