Service Desk Agent

Working schedule: Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD) Work Arrangement: Fully Remote (Work From Home) Salary: $1,100 Monthly Employer: An MSP company located in Burbank, California, USA Duties & Responsibilities: Process incidents and requests via telephone and email Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours Identify and escalate tickets to TTI management or appropriate support groups when needed Document issues and troubleshooting steps concisely in the ticketing system Follow up on open issues with escalation groups to provide updates to the customer Basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups Familiarity with common software installations (i.e., Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps Analyze information about the users' issues and determine the best way to resolve these issues Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented Technology knowledge and support experience required: High Proficiency in providing support and troubleshooting Windows 10 and macOS Microsoft 365: Active Directory, Outlook, Excel, Word ITSM Ticketing System: ServiceNow, Connectwise Collaboration Tools: Teams, Slack, or Zoom Contact Center / Call Center VOIP: 8x8, Cisco, Mitel A plus to have knowledge and support experience with: Microsoft 365 Admin Center Azure Active Directory Exchange Admin Center Endpoint Manager Admin Center Requirements: Strong Customer Service Skills Excellent oral/written communication skills Thorough understanding of computers (both Windows & MAC OSX preferred) Experience with email systems and a basic understanding of Active Directory & Network troubleshooting is required Support of enterprise applications (proprietary or otherwise) is desired One year of experience working on a help desk is required