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Service Desk Agent I

2 months ago

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

We are seeking a highly skilled and motivated Service Desk Agent I to join our team at Epsilon. As a key member of our IT support team, you will be responsible for providing top-notch technical support and assistance to our customers.

Key Responsibilities
  • Provide Tier I and Tier II technical support to customers via phone, email, and chat.
  • Analyze and resolve network hardware, software, and communications problems using diagnostic software and technical troubleshooting processes.
  • Create and manage service desk tickets using ticketing software and ensure proper escalation and resolution.
  • Maintain and troubleshoot business line applications, including remote installation or redeployment of software.
  • Install and maintain various products, including Cisco AnyConnect, Cisco WebEx, Microsoft Office, and Bit Locker.
  • Provide technical support and implement solutions based on customer needs.
  • Troubleshoot client computer equipment and recover 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 including 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.
Additional Requirements
  • Must be able to pass a federal background investigation and obtain a Public Trust.
About Epsilon

Epsilon is a leading IT services company that provides innovative solutions to both Federal Government and Commercial businesses across the United States. We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.