User Support Agent
Job Details
Las Vegas, NV - Las Vegas, NV
Full Time
2 Year Degree
$17.00 - $19.00 Hourly
Information Technology

The User Support Agent is the first point of contact for all internal users when contacting the IT department. While providing the highest level of customer service, the User Support Agent responds to submitted tickets, answers incoming calls, tracks all information using the ticketing system and uses a knowledge base tool along with their expertise to resolve requests in a timely fashion. The User Support Agent escalates unresolved problems/issues/requests to the proper division within the IT department. On a daily basis, the User Support Agent troubleshoots basic end user issues on various software applications, hardware, network and telecommunications systems and provides basic desktop training.  

Primary Duties and Responsibilities

  • Provide support for internal end users (local and remote), focusing on individualized customer service of a high-standard professional level
  • Diagnose and resolve technical hardware and software issues including but not limited to computers, phones and peripherals
  • Research technical questions using the knowledge base tool and other available information resources
  • Identify and escalate priority issues to the appropriate resource
  • Learn the fundamental operation of commonly used software, hardware and other equipment
  • Accurately update the ticketing system with any modifications, changes and the present status of a ticket
  • Become familiar with helpdesk policies and services
  • Become familiar with the Systems, Network, Engineers, Developers and each team in the IT Department
  • Maintain communications with the User Support Lead/Manager in a timely manner
  • Other duties as assigned by management

General Requirements

  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Ability to troubleshoot and utilize most mainstream Microsoft applications for support, reporting and documentation
  • Excellent oral and written communication skills
  • Ability to provide technical support over the phone, good phone skills, professional demeanor, previous customer service experience strongly desired
  • Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
  • Creativity. Ability to think around problems and come up with creative solutions is a must
  • Eager to learn and adapt quickly to new technologies
  • Ability to work with or without direct supervision

Experience/Knowledge & Skills

  • Associate degree in IT or 2-3 years of minimum experience as Help Desk support for 100+ end users
  • Experience with Windows 7, 8 and 10 operating systems
  • Current Comp-TIA (A+, N+) and/or Microsoft Certifications preferred
  • Experience with Help Desk ticketing systems
  • Some experience with Active Directory
  • Some experience troubleshooting peripheral devices (IP Phones, Printers, etc.)