IT HelpDesk Agent

About the job

We are seeking an IT HelpDesk Agent to support employees throughout all Fagron North America sites.  This position will report to the IT Support Manager and will be located in our headquarters in downtown Austin, TX.  In this role you will respond to user issues, collaborate internally and externally to resolve issues, and provide exceptional service to our internal customers

Duties & Responsibilities

Answer, evaluate, and prioritize 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.

Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error.

Determine whether problem is caused by hardware and/or software.

Log and track time and steps taken using problem management database and maintain history records and related problem documentation.

Prepare standard statistical reports, such as help desk incident/change reports and present 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.

Analyze and evaluate incident reports and make recommendations to reduce help line incident rate.

Contact via phone, email, text or instant messenger service software and hardware users.

Other duties as assigned.

Set yourself apart

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

What’s on offer?

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.

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