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tier 1 service desk agent

8 hours ago

Dallas, Texas, United States Velocity IT Full time

We are looking for a motivated Technical Support Agent to join our family of diverse professionals in a highly supportive team environment.

The successful candidate will primarily be responsible for providing great customer service and support to our external clients, on a variety of computer applications and platforms.

Who We're Looking For:

  • Self-Starter: Individuals who take ownership of their work and need minimal supervision to drive productivity.

  • Analytical Problem Solvers: Professionals who can dive beyond surface-level issues to identify root causes, evaluate optimal solutions, and recommend actionable fixes.

  • Dedicated Achievers: People who thrive in a fast-paced environment and consistently go above and beyond to meet and exceed expectations.

  • Customer Service Specialists: Experts in delivering exceptional phone support to a diverse clientele, ensuring a top-notch customer experience.

  • Lifelong Learners: Individuals who are passionate about staying current with technology and continuously seeking opportunities for personal and professional growth.

Main Job Duties & Responsibilities:

  • Provide prompt and effective technical assistance via phone or email, ensuring customer service excellence and managing expectations.

  • Log and manage all customer-reported issues in our ticketing system.

  • Monitor and respond to customer inquiries, lead communication efforts, and ensure timely status updates and issue resolution.

  • Diagnose and resolve technical issues remotely, utilizing available resources for research.

  • Advise users on best practices and appropriate actions.

  • Follow up with customers to ensure complete resolution of issues.

  • Redirect or escalate problems to the appropriate internal or external resource.

  • Identify and escalate situations that require urgent attention.

  • Create and update client support documentation, knowledge base articles, and problem resolution records.

Requirements – What You Need to Be Successful

  • Strong Communication Skills: Both verbal and written, to effectively interact with customers and team members.

  • Customer Service Expertise: A deep understanding of customer service best practices and the ability to deliver a great support experience.

  • Problem-Solving Abilities: Strong analytical skills to troubleshoot and resolve IT issues efficiently.

  • Independence and Teamwork: Ability to work independently while also being a collaborative team player in a fast-paced environment with multiple priorities.

  • Familiarity with Help Desk Systems: Experience with ticketing systems is essential.

  • Positive Attitude: A great attitude towards customers and coworkers is key.

  • Adaptability and Team Interaction: Ability to adapt to changing circumstances and interact well within a team.

  • Time Management and Organizational Skills: Effectively manage time and stay organized.

  • Attention to Detail: Meticulous in handling tasks to ensure accuracy and quality.

Technical Skills:

  • Working knowledge of Windows operating systems and macOS.

  • Familiarity with Active Directory, Azure Active Directory, Office 365 (now Microsoft 365), and G Suite.

  • Understanding of VoIP systems and their various configurations.

  • Basic troubleshooting skills for desktop and end-user support, including peripheral devices like printers and scanners.

  • Knowledge of computer networks, Wi-Fi connectivity, and network-attached devices.

Bonus Points:

  • Experience in any of the following technologies is considered a plus:

o HaloPSA Ticketing

o NinjaOne RMM

o IT Glue/Hudu Documentation

o WatchGuard & SonicWALL Firewalls

o Ubiquiti Hardware (Switches & Wireless Access Points)

o Voice Over IP (3CX, FreePBX, FusionPBX, Asterisk, Freeswitch, etc.)

o Huntress EDR

o AutoElevate

o Veeam

o Proofpoint

o Exclaimer

  • Industry certifications combined with relevant work experience are highly valued.

o Network+, Security+, Server+, CCNA, MCSA, MCSE, etc.

Benefits:

  • Competitive compensation packages.

  • Flexible weekly hybrid schedule (4 days remote / 1 in-office).

  • Health, dental, and vision insurance.

  • Paid time off.

  • Mileage reimbursement.

  • Cellphone stipend.

  • 401K /w matching.

  • Professional development assistance.

Job Type: Full-time

Pay: $50, $55,000.00 per year

Benefits:

  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Professional development assistance
  • Vision insurance

Experience:

  • Help desk: 1 year (Preferred)

Ability to Commute:

  • Dallas, TX Required)

Work Location: In person