Service Desk Agent I

3 days ago

Greenville, South Carolina, United States Epsilon Full time
About Epsilon

Epsilon is a leading IT services company that provides innovative solutions to federal government and commercial businesses across the United States. With a strong focus on customer satisfaction, we strive to deliver exceptional technical support and account management services.

Job Summary

We are seeking a highly skilled Service Desk Agent I to join our team. As a Service Desk Agent I, you will be the initial point of contact for technical issues, providing support to members of the US Patent and Trademark Office (USPTO) in carrying out their mission.

Key Responsibilities
  • Analyze and resolve network hardware, software, and communications problems using diagnostic software and technical troubleshooting processes.
  • Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution.
  • Maintain and troubleshoot business line applications, including remote installation or redeployment of software.
  • Install and maintain products such as Cisco AnyConnect, Cisco WebEx, and Microsoft Office.
  • Provide technical support over the phone and/or via email.
  • Implement solutions based on client needs, ensuring that all hardware and software works properly and is installed or deleted as needed.
  • Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when possible.
  • Meet customer needs and ensure customer satisfaction.
  • Use standard operational procedure documentation to assist customers and work with team members to establish and maintain documentation.
  • Escalate process and policy issues as needed.
Requirements
  • Associate degree or higher in information technology or a related field, or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree.
  • One (1) or more years of information technology experience.
  • Flexible shift availability, with hours of operation from M-F 5:30am - 10:00pm, weekends/holidays from 7:30am - 9:00pm, and every other Saturday from 7:30am - 12:00am.
  • Technical experience with current network hardware, protocols, and standards.
  • Application support experience.
  • Knowledge of applicable data privacy practices and laws.
  • Excellent troubleshooting skills.
  • Proficiency in Word, Excel, Outlook, and database management.
  • Exceptional customer service and interpersonal skills, with the ability to communicate effectively, both verbally and in writing, with end users in a pleasant and helpful manner in high-stress situations.
  • Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities.
  • Experience working in a team-oriented, collaborative environment.
About Epsilon's Culture

Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. We value our employees and offer competitive pay, opportunities for professional development, and a collaborative work environment.

How to Apply

Connect directly with your dedicated recruiter, Yolaine, on Epsilon's careers page. Epsilon is an equal opportunity employer and welcomes applications from diverse candidates.

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