IT Help Desk Pro (Tier I/II) | Flexible Shifts

Omniscius Consulting; Greenville (SC); On-site; USD 42,000 - 64,000; Full time

Job summary

Omniscius Consulting is seeking a Service Desk Agent to provide Tier I/II IT help desk support for agency members. You will handle phone and email support, troubleshoot hardware and software, and assist with proprietary systems to keep operations running smoothly.

You will install and maintain products such as Cisco AnyConnect, WebEx, Microsoft Office, and BitLocker, create and manage tickets, escalate as needed, and collaborate with a team to document procedures and improve service quality.

Qualifications

• Excellent troubleshooting skills.
• Exceptional customer service and interpersonal skills.
• Proficiency in Word, Excel, Outlook, database management.
• Highly organized with attention to detail and accuracy.
• Experience working in a team-oriented, collaborative environment.

Responsibilities

• Analyze and resolve network hardware, software, and communications problems.
• Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution.
• Maintain and troubleshoot business line applications which could include remote installation or redeployment of software.
• Install and maintain products such as Cisco AnyConnect, Cisco WebEx, Microsoft Office, BitLocker as directed.
• Provide technical support over the phone and/or via email.
• Implement solutions based on client needs, ensuring hardware and software work properly and are installed or deleted as needed.
• Troubleshoot client computer equipment, ensuring it runs correctly and recover data when possible.
• Meet customer needs and ensure customer satisfaction.
• Use standard SOP documentation to assist customers and maintain team documentation.
• Escalate process and policy issues as needed.

Skills

Troubleshooting

Customer service

Interpersonal skills

Networking

Application support

Data privacy

MS Office

Databases

Teamwork

Time management

Education

Associate degree or higher in IT or related field; or relevant certifications/experience

Job description

Omniscius Consulting is seeking a Service Desk Agent to provide Tier I/II IT help desk support for agency members. You will handle phone and email support, troubleshoot hardware and software, and assist with proprietary systems to keep operations running smoothly.

You will install and maintain products such as Cisco AnyConnect, WebEx, Microsoft Office, and BitLocker, create and manage tickets, escalate as needed, and collaborate with a team to document procedures and improve service quality.