Service Desk Agent

Beacon Hill - Job Details
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Service Desk Agent

Las Vegas, Nevada

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Full Time Temporary/Contract

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$ 20 - $ 25 per hour

Las Vegas, Nevada

Full Time Temporary/Contract

$ 20 - $ 25 per hour

July 08, 2024

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Job ID: SAN-TT1355362SH_1720458310

July 08, 2024

Job ID: SAN-TT1355362SH_1720458310

Job Summary

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Service Desk Position

Under the direction of the IT Support Supervisor/Manager, the IT Support Specialist will work on the Service Desk and will be the first point of contact for internal customers. The IT Support Specialist is responsible for first- and second-level advisor and internal support and for setting up, testing, upgrading, troubleshooting, and deploying a variety of applications. He or she prepares daily problem reports; enters tickets and updates Service Desk tracking management software; and assists internal and external customers through effective support, communication, software utilization and technology.

Job Description:

* Providing technical support to advisors for various applications and functions.
* Interacting with all appropriate departments within IT to restore service and/or identify problems.
* Documenting and maintaining IT Service Desk-related processes and procedures.
* Maintaining appropriate service level agreement (SLA) on tickets in Service Now, our service request systems.
* Accurately classifying and documenting requests and incidents.
* Fielding incoming requests from end users via telephone ,email, and Chat in a courteous manner.
* Monitor and address tickets coming through self-service portal.
* Establishing and maintaining excellent rapport with external customers.
* Identifying and learning appropriate software and hardware used by the organization.
* Providing end-to-end user support by following up with the end user to confirm request closure.
* Occasionally drive to the Data Center to provide remote hands assistance.


Position Requirements:

* College diploma or university degree in the field of computer science and five years of equivalent working knowledge.
* Minimum one to three years' experience in PC software and hardware support in a corporate environment.
* Familiar with ITIL framework.
* Beginning to intermediate knowledge of the administration, installation and troubleshooting of Microsoft Windows 10 and Windows 11.
* Beginning to intermediate knowledge for installation and troubleshooting of the following software suites: Adobe, Microsoft Office, and other productivity suites.
* Familiar with the administration and support of clearing house platforms.
* Familiar with Active Directory administration, including the creation of domain and exchange accounts.
* Excellent troubleshooting skills over the telephone.
* Good interpersonal skills and attention to customer service.
* Ability to work effectively in a fast-paced environment.
* Ability to communicate effectively.
* Able to provide first class customer service to both internal and external customers.
* Able to effectively prioritize incidents and service requests.
* Able to work flexible hours based on business demands - off business hours, On-Call support, and weekends as necessary .
* Enjoy working in a team environment.
* Able to work in a hybrid environment.
* Able to lift 50lbs.
* Must have valid driving license and car.

How to Catch our Eye:

* Experience in a Data Center environment.
* Experience with network cabling.
* Experience with basic Windows and Linux servers.
* Able to differentiate network devices and servers.
Shift and Schedule
* Wednesday - Friday: 1:00PM PST - 10:00PM PST
* Saturday - Sunday: 8:00AM PST - 5:00PM PST

SAN-TT1355362SH_1720458310

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About Beacon Hill

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.

Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement.

Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.

We look forward to working with you.

Beacon Hill. Employing the Future™