Junior to Mid IT Service Desk Agent (I) - Remote

Overview

Lean Tech is seeking a highly skilled IT Service Desk Agent (I) to provide tier 1 support for technical assistance and general IT information, ensuring timely issue resolution and excellent customer service.

In Short

• Serve as the first point of contact for technical assistance.
• Provide tier 1 support via inbound calls and ITSM tickets.
• Analyze and prioritize issues based on urgency and impact.
• Create and manage tickets, ensuring accurate documentation.
• Perform first-line troubleshooting for hardware and software issues.
• Utilize knowledge base resources for efficient issue resolution.
• Ensure all inquiries are handled within defined SLA timelines.
• Maintain strong communication with teammates regarding ticket status.
• Identify recurring issues for further analysis.
• Contribute to a collaborative work environment.

Requirements

• Basic understanding of Windows OS and Microsoft Office.
• Familiarity with ticketing systems and remote desktop tools.
• Strong communication and active listening skills.
• Customer-focused mindset and multitasking ability.
• 1+ years in technical support or customer service preferred.
• High school diploma or equivalent; technical certifications are a plus.

Benefits

• Professional development opportunities.
• Collaborative work environment.
• Career path and mentorship programs.
• Join a powerful tech workforce.