Helpdesk Agent

$33,280 - $37,440/Yr

Allegis Group - Windsor charter Township, MI

Full-time - Entry Level

Windsor charter Township, MI

10,001+ employees

Administrative and Support Services

About the position

The Helpdesk Agent position involves working on an Enterprise Helpdesk, where the primary responsibility is to handle incoming technical issues from clients. The agent will resolve problems when possible and escalate to the tier 2 team when necessary. The role requires logging and tracking all calls and tickets in a Windows 10 environment, with a target of handling 25 calls per day as part of a department that fields 1500 calls daily.

Responsibilities

• Log and track requests received from clients.
• Investigate, evaluate and resolve reported support issues and requests.
• Log, categorize and prioritize incidents.
• Perform initial diagnosis and determine if escalation is necessary.
• Install and maintain both hardware and software.
• Serve as a troubleshooter in the implementation and use of workstations and associated software and hardware.
• Answer technical phone lines.

Requirements

• 6 months of Service Desk/Help Desk experience, including taking phone calls and tickets from end users.
• Experience with Windows 10, capable of troubleshooting issues with the OS.
• 6 months of Customer Service experience, emphasizing high customer satisfaction.

Nice-to-haves

• Ambitious and proactive attitude.
• Hardworking to stay ahead of the ticket queue.

Benefits

• Medical, dental & vision insurance
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions
• Voluntary Life Insurance & AD&D for the employee and dependents
• Short and long-term disability insurance
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)