Tier 1 - Service Desk Agent - McKinney, TX

Position Overview

We are looking for a motivated Technology Support Agent to join our family of diverse professionals in a highly supportive team environment for Night/Overnight shift support. The successful candidate will primarily be responsible for providing great customer service and support to our external clients across a variety of computer applications and platforms.

Key Responsibilities

• Respond to requests for technical assistance via phone or email while delivering excellent customer service and managing customer expectations.
• Document and manage customers' reported issues by logging all help desk interactions in a ticketing system.
• Monitor and respond to customer inquiries, providing timely updates and ensuring issue resolution.
• Diagnose and resolve technical issues remotely.
• Research questions using available resources and advise users on appropriate actions and best practices.
• Follow up with customers to ensure complete resolution of issues and escalate when necessary.
• Create and update client support documentation, knowledge base articles, and problem resolutions.

Required Qualifications

• Self-directed initiators who take ownership of their work and drive productivity.
• Analytical problem solvers who identify root causes and recommend optimal solutions.
• Dedicated achievers who thrive in a fast-paced environment.
• Customer Service Specialists committed to delivering an excellent phone support experience.
• Lifelong learners who continuously update their technical knowledge.
• Strong verbal and written communication skills.
• Understanding of customer service best practices and the ability to provide outstanding support.
• Proficient problem analysis and troubleshooting skills for resolving IT issues quickly.
• Ability to work independently and collaboratively while managing multiple priorities.
• Familiarity with help desk ticketing systems and a positive attitude towards customers and coworkers.
• Working knowledge of Windows and MacOS operating systems.
• Familiarity with Active Directory, Azure Active Directory, Office 365 (Microsoft 365), and G Suite.
• Experience with VoIP systems and desktop/end-user support including troubleshooting peripheral devices such as printers and scanners.
• Understanding of computer networks, WiFi connectivity, and network attached devices.

Benefits & Perks

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance
• Flexible schedule options including 8-hour shifts, evening, night, and overnight shifts (Monday to Friday and weekends as needed).