Service Desk Agent

Service Desk Agent Support Jobs

3 jobs found

Today

Service Desk Agent with Spanish

Kemira Atlanta, GA

Atlanta, GA

Today

Full time Customer Support End User Support Help Desk Support

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Job Description

At Kemira, the Service Desk function supports day-to-day technology needs for end-users across the organization. In Atlanta (Galleria), this role provides first line IT service desk coverage for service requests and incidents, focusing on timely troubleshooting, accurate ticket handling, and clear communication while following Kemira Global Service Desk processes and targets.

This hybrid position also supports the wider service delivery model, including potential on-call participation and backup coverage for related support roles. The work includes resolving issues remotely and, when assigned as an on-site technician, performing tasks that require physical presence and cannot be completed through remote access to IT systems.

What you’ll do

Serve as the first point of contact for internal end-users and outsourcing providers.
Record, analyze, categorize, and prioritize incoming tickets.
Deliver first line support for common end-user issues such as password changes and VPN account problems.
Conduct initial troubleshooting, investigate incidents, and determine impact and resolution or error identification.
Assign tickets to technical operations or on-site personnel in line with the Incident Management process.
Ensure tickets are timely addressed and resolved.
Process, resolve, and escalate tickets in compliance with Kemira Global Service Desk processes and procedures.
Handle ticket processing and escalations within Global Service Desk targets.
Provide timely updates to end-users on resolution progress.
Record user acceptance after the provided solution.
Apply Kemira’s end-user care philosophy to support end-user satisfaction aligned with IT policy.
Work toward maintaining that the Global Service Desk meets industry standards.
Participate in an on-call rotation.
Act as backup for the back-office service desk agent and on-site technicians when needed.

What you bring

Strong English plus Spanish and/or Portuguese communication skills, both verbal and written.
A positive customer service attitude.
ITIL foundation certification.
Post-secondary education (preferred) and a minimum of 2 years related experience as a Service Desk Agent.
A+ certification (desired).

Benefits

Opportunities for personal and professional growth.
Employment in a stable company with an established position in the market.
An attractive benefits package.
A multicultural and positive working environment.

Location: Atlanta Main, US. Office: Atlanta, GA (Galleria). Hybrid work is included, and the role may include on-site activities when assigned as an on-site technician.

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4d ago

Tier 2 Help Desk Agent (Bilingual French/English)

Parity Technology Solutions Remote 🌍 Remote

Remote

4d ago

Up to $50k/yr Full time Customer Support Hardware Support Help Desk

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Job Description

Parity Technology Solutions is seeking a Tier 2 Help Desk Agent to deliver advanced support for end-user and business technology issues. This remote role requires bilingual French/English communication and hands-on troubleshooting across workstations, servers, printers, networks, and vendor hardware and software.

Key Responsibilities

Provide Tier 2 level help desk support for technical issues involving workstations, servers, printers, networks, APs, gateways, and vendor-specific hardware and software.
Troubleshoot incoming incidents and work toward resolution or determine the source of errors using diagnostic procedures.
Resolve technical issues through phone support and the ticketing system.
Communicate with clients via phone, email, and chat, including timely responses and clear explanations of resolutions and recommendations.
Follow established, documented policies and standard operating procedures.
Coordinate with vendors and service providers when necessary to address outstanding issues.
Coordinate with technical installers and third-party resources to close open tickets, tracking progress until cases are resolved.
Research internal and external resources to identify the best solution.
Advise clients on relevant concerns discovered during service delivery.
Support an escalation approach that targets closure of escalated tickets within 24 hours of receipt.
Log and maintain accurate call notes and detailed incident reports using the online call ticketing system.
Escalate to Tier 3 Support as needed, monitor open incident status, and provide client progress updates and confirmation of resolution.
Maintain effective working relationships with assigned supervisors and coworkers.
Complete additional duties as required by management.

Shifts and Availability

Ability to work flexible shifts, including evenings, weekends, and holidays as required.
Punctuality and attendance according to the scheduled requirements are required.
Employee can work from anywhere in Canada.

Required Qualifications

French/English bilingual written and verbal communication skills are required, with complete fluency in both languages.
2+ years of IT service desk or call center technician experience supporting clients over telephone or in-person.
2+ years of experience supporting Windows Operating System (7, 8, 10), Android, and/or iOS.
Strong working knowledge of Office 365.
Understanding of foundational networking concepts including TCP/IP/UDP, OSI layers, IEEE standards, switching, LAN, WAN, WLAN, VLAN, VPN, DNS, and DHCP.
Working familiarity with services and tools such as FTP and Telnet.
Advanced understanding of operating systems, business applications, printing systems, and network systems.
Work experience installing and configuring wireless controllers and access points (example environments include Ruckus, Meraki, HP, or Cisco).
Ability to work in a team, communicate effectively, and multi-task while adapting quickly to change.
Ability to match appropriate resources to technical issues and support how technology is used to deliver services.
Self-motivated and able to work in a fast-moving environment.
Interpersonal skills that include improving client reference materials by writing and maintaining documentation.
Active listening and customer-care skills, along with telephone and communication skills.
Bachelor’s Degree in Computer Science or a related field (preferred).

Preferred Experience and Certifications

Previous experience working for a Hospitality Integrator (desired).
CompTIA A+ (preferred certification).
CompTIA Security (preferred certification).

Technologies

Windows Operating System (7, 8, 10), Android, iOS
Office 365
TCP/IP, UDP, OSI Layers, IEEE standards
LAN, WAN, WLAN, VLAN, VPN, DNS, DHCP
FTP, Telnet
Ruckus, Meraki, HP, Cisco
Online call ticketing system

Job Details

Job Type: Full-time
Work Location: Remote
Salary: USD 50,000 per year

Benefits

Dental insurance
Vision insurance

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14d ago

IT Service Desk Agent

SCHLUTER SYSTEMS L.P. Plattsburgh, NY

Plattsburgh, NY

14d ago

$26+/hr Full time Customer Support End User Support Help Desk Support

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Job Description

The IT Service Desk Agent serves as the first point of contact for IT service support at SCHLUTER SYSTEMS L.P., with responsibility for delivering consistent, customer-focused assistance to end users. The role manages IT service operation issues and requests, triages and escalates tickets, and supports governance, asset accuracy, and ITSM processes.

Key Responsibilities

Act as the primary point of contact for end users and provide first response for IT service operation issues and requests.
Prioritize and escalate incidents and requests based on urgency and business impact.
Provide professional, customer-focused support aimed at a strong end user experience.
Maintain an acceptable first call resolution rate while minimizing downtime and disruptions for end users.
Support IT service operation governance through ticket ownership.
Develop and maintain a knowledge base and provide relevant training.
Advocate for and support ITSM processes and procedures.
Follow IT security policies and guidelines.
Participate in continual improvement activities by providing feedback and required support.
Maintain an accurate IT asset inventory by registering, tracking, and managing IT assets.
Promote best practices and security awareness.
Triages requests by type and severity, routing to the appropriate support team.
Provide 1st level support for service operation tickets.
Procure and manage local IT assets and communicate ticket status updates to end users.
Provision, deploy, and exchange end points in the local environment.

Required Qualifications

Team and solution oriented; effective collaborator and contributor.
Self-motivated with the ability to take initiative.
Ability to build and maintain positive working relationships while supporting customers.
Capability to prioritize and manage multiple tasks simultaneously.
Broad knowledge of the IT service features within the company’s portfolio and how they are used.
Ability to adhere to processes, policies, and procedures.
Experience with basic technical administration of IT technologies and experience in a support-focused environment.
Strong time management to balance multiple tickets and prioritize urgent tasks.
Active listening skills and the ability to explain technical topics in an easy-to-understand way.
Fluency in English, written and spoken.

Benefits

Competitive Compensation
Generous Paid Time Off
10 Paid Holidays
Medical, Dental & Vision Insurance
Biannual Bonus Program
401k with Company Match
Company Paid Life Insurance
Annual Reviews and Merit Based Raises
Room for Advancement and Career Growth

Location and Compensation

Location: Plattsburgh, NY (onsite)
Pay: USD 26 per hour

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