Über die Tätigkeit
We are seeking an IT HelpDesk Agent to support employees throughout all Fagron North America sites. This position will report to the IT HelpDesk Supervisor and will be located in our St. Paul, MN facility with flexibility to work remotely. In this role you will respond to to user issues, collaborate internally and externally to resolve issues, and provide exceptional service to our internal customers.
Duties & Responsibilities
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and ticketing system requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Determines whether problem is caused by hardware and/or software.
Logs and tracks time and steps taken using problem management database and maintains history records and related problem documentation.
Prepares standard statistical reports, such as help desk incident/change reports and presents this information in a weekly meeting to leadership.
Follow up on tickets and inform users with regard to the state of affairs of their IT query/problem with the aim of keeping the internal user up-to-date and satisfied.
Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
Contacts via phone, email, text or instant messenger service software and hardware users.
You possess the following qualifications, background and abilities:
High school diploma (or equivalent) required; at least one year related experience and/or training; or equivalent combination of education and experience.
Experience with IT Ticketing system strongly preferred
Customer Service background and experience troubleshooting technologies strongly preferred
Strong analytical and communication skills required
Fagron offers exciting opportunities for personal and professional growth. We provide an open and truly dynamic environment which supports and encourages you to develop your skills and talents.