Service Desk Agent

RESPONSIBILITIES:
Kforce has a client that is seeking a Service Desk Agent in Las Vegas, NV.

Summary:
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. The candidate 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.

Duties:
* Service Desk Agent will be 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
* As a Service Desk Agent, you will 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

Shift and Schedule:
* Thursdays - Friday: 1:00PM PST - 10:00PM PST
* Saturday - Sunday: 8:00AM PST - 5:00PM PST

REQUIREMENTS:
* College diploma or university degree in the field of Computer Science and five years of equivalent working knowledge
* Minimum one to three years of 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 50 pounds
* Must have valid driving license and car

How to catch our eye:
* Experience in ServiceNow
* Experience in Data Center environment
* Experience with network cabling
* Experience with basic Windows and Linux servers
* Able to differentiate network devices and servers

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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