IT Service Desk Agent

Basic Function:

Under the direct supervision of the Quality Insights Service Desk Manager, performs advanced-level customer support and technical assistance to system users in response to questions/requests received by Quality Insights IT Service Desk. Leads the efforts of other Service Desk Agents when needed.

Organizational Relationships:

Reports to the Service Desk Manager.

Role and Responsibilities: 

Primary:

1. Leads efforts of other IT Service Desk Agents to respond to requests from users. Determines appropriate resolution based on available support documentation. Refers any requests that cannot be addressed to the appropriate personnel.
2. Documents all contacts in trouble-reporting (Track-IT) system and reviews completeness of others' documentation.
3. Assigns work orders to appropriate support personnel
4. Follows up on any issues that are not resolved by due date to ensure timely resolution
5. Monitors and logs detailed information related to Service Desk functions including timeliness of responses, volume and nature of calls, and resolution.
6. Prepares reports from Service Desk problem tracking, purchasing, and inventory systems.
7. Installation of user workstations and laptops through Microsoft Imaging tool and build process prior to coordinating install with user and / or supervisor.
8. Remotely applies upgrades, patches and drivers to software and hardware on user workstations and laptops.
9. Configures home routers and remotely assists users with installation and minor network issues.
10. Resets voice mail passwords for new and existing Quality Insights personnel.
11. Must be on weekend call once every other week.

Secondary:

1. Maintains inventory of company hardware and software and reconciles with the Business Department's asset-management system.
2. Performs required data elimination according to Department of Defense guidelines.
3. Helps research, develop and create PC images to be used for various PC models and contracts
4. Ensures documentation exists for all installations
5. Alerts employees to changes or service disruptions related to technology issues and provides work arounds or suggestions to minimize business impact.
6. Reviews existing Service Desk procedures and revises (or develops new) procedures, as necessary.

Additional:

1. Other duties as assigned.
2. May require working outside normal / scheduled business hours of operation
3. Must be able to pass any security clearances required by various contracts.

Supervisory Responsibilities:

None

Skills / Professional Competencies Required:

1. Superior customer-service skills in call center environment.
2. Ability to communicate effectively.
3. Strong technical writing skills.
4. Ability to organize multiple priorities.
5. Ability to lead others in the performance of their duties.
6. Ability to search the Internet for both technical and hardware solutions
7. Advanced knowledge of Microsoft Windows 10 & 11 Enterprise, Microsoft Imaging Tool, BMC Client Management & Track-IT, Trillix (McAfee) Anti-Virus and Whole Disk Encryption, Microsoft Office, and Windows Update Services software packages.
8. Advanced knowledge of Dell laptops and desktop system.
9. Telephone skills
10. Data entry skills

Minimum Education/Training Required: 

Associate degree in a business-related discipline, preferably in an area of computer technology. 

Minimum Experience Required: 

Three years of experience in a customer-service environment. Should have experience directing others in customer service environment. Proficiency with current Windows 10 & 11 Enterprise operating system and Microsoft Office products preferred. 

Substitution(s): 

Technical training beyond high school and one year of experience leading a multiple-person service-desk team may substitute for the associate degree. 

Licensure/Certification Requirements: (including continuing education requirements): Service Desk certification (i.e. HDI, ITIL) preferred. 

Security Level: 

Low 

Working Conditions and Physical Requirements: 

The physical demands marked below are representative of those that will be required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.