Service desk agent job description

• AAS in Information Technology or related field (may substitute 2 years computer experience)
• Minimum of one year business experience working with computer systems in an office environment
• Ability to work a minimum of one day per week as designated customer support contact (company transportation provided)
• Clean driving record
• Open to alternate work schedules and occasional after-hours, off-shift work to meet customer needs
• Excellent written and verbal communication skills.
• Excellent ability to multitask and maintain high-levels of quality
• Must be able to work as a valued member in a customer environment

Why IP Pathways?

• Work/life balance. IP Pathways believes in enabling families to be families. We proudly offer flexible and accommodating work schedules to meet your family’s needs and obligations.
• Technical training. Looking for a company who will consistently invest in developing your technical skills? We’ll not only cover your job related training costs, but also all of your exams.
• Company bike rides. Don’t own a bike? Don’t worry, we’ll make sure you get one. A helmet, too. Leave work early… enjoy free food and drinks along the way… need we say more? Did we mention the free IPP Cycling Club t-shirt?
• Company BBQs. The IPP President cooks… you eat and drink. It’s actually not that bad of a deal if you think about it. Play some bags, throw the football or just sit in a chair in the shade and relax.
• Quarterly team outings. Join us for a BBQ crawl, a friendly game of laser tag or paintball, maybe enjoy a couple frames of bowling, or try your luck in the arcade, no tokens needed! The venue always changes.
• Birthday celebrations. Who doesn’t like warm chocolate chip cookies baked fresh and delivered to them for their birthday? Don’t worry – we won’t sing… too loud.
• Health club reimbursement. Yeah, so, after all of the… free beverages, snacks, cookies, etc… it just seems like the right thing to do. We’ll help cover a percentage of your health club membership.

Next Steps

If this position sounds like the challenge you have been looking for and if you’d like to join the IP Pathways culture of being the industries finest and most technically skilled individuals who will DO WHATEVER IT TAKES FOR THE CUSTOMER, please send us your resume. Be sure to tell us why you think you’d be a great fit for the role and also IP Pathways. We are also hiring for normal business hours so let us know what works for you.

Job Title: Service Desk – Level 1

Department: IT

Reports To: IT Supervisor

FLSA Status: Non-Exempt

Summary

This position assists staff with technical support of desktop and laptop computers (hardware), applications (software), and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to end users and Corporate Infrastructure Team (server and network). The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgement.

Essential Duties & Responsibilities include the following. Other duties may be assigned.

• Answer incoming service desk requests (phone, email, ticket)
• Troubleshoot basic software and hardware related issues
• Document issue and troubleshooting steps taken along with resolution within the ticketing system
• Create and modify user accounts
• Assist with password resets and account unlocks
• Escalate tickets to L2 and above support as well as management, when needed
• Maintain various service records (CRM, spreadsheets, sharepoint pages, etc.)

Desired Qualifications

• A+ certification or 1 - 3 years IT work experience in the technology industry
• Strong written and verbal communication skills
• Proven technical support and customer service skills
• Ability to multitask in a fast-paced environment

Knowledge/Skills/Abilities

• Windows OS (server and workstations)
• MS Office and Other office automated software
• Active Directory
• Hardware troubleshooting
• Email configuration and functionality

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is constantly required to sit and use hands to operate telephone, type and operate computer and mouse. The employee is frequently required to talk, hear, and bend and twist neck. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is in a typical office environment. The noise level in the work environment is usually moderate, but occasionally noisy.

Remote-Bilingual (French &English) IT Service Desk Agent- Level 1

Our Bilingual IT Service Desk/Help Desk Call Center Support Agents spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.

This position is open to applications from all provinces including: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Northwest Territories, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Quebec, Saskatchewan and Yukon.

What You'll Do

The Help Desk Analyst provides troubleshooting and technical support via phone, web-based tools, and email. He or she provides voice-based and remote technical support to end users for all standard desktop issues and responds to queries. The Help Desk Analyst will run diagnostic programs, isolates problems, determine and implement solutions. He or she must also be able to demonstrate the capability to achieve results under pressure in a fast-paced client-driven environment and have the ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.

• IT Service Desk - provides first level technical support through phone, email and chat support (if applicable)
• Diagnoses and troubleshoots end-user desktop application issues and provides an appropriate solution
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). And Active Directory and Exchange preferred
• Communicates with customers at all levels of technical and non-technical skills sets
• Support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications such as Microsoft Office, VPN, Citrix...etc

What You'll Need

• **MUST be conversationally fluent in French and English**
• 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment
• Active Directory, and Exchange experience required
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Certification in relevant IT products/technologies a plus
• Focus on providing exceptional customer service
• Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
• Ability to type while in involved in a conversation, at least 30 WPM
• Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Working knowledge of the Microsoft Office application suite including MS Outlook
• AA degree or technical training preferred or equivalent combination of education and experience
• Solid analytical/cognitive skills to troubleshoot complex and technical problems
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results under pressure in a fast paced client driven environment

Nice to Have

• Basic knowledge of ITIL
• Basic understanding of Service Desk metrics/SLA's
• Minimum of 1-year experience working in an IT Service Desk/Inbound Call Center environment - preferred
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
• Certification in relevant IT products/technologies a plus

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.