On-Site IT Support Agent

Fagron; Decatur (AL); On-site; USD 38,000 - 56,000; Full time

Benefits offered by this job

Competitive Salary & Bonus Program

Health, Vision, and Dental Insurance

Company Paid Life Insurance

Generous Paid Holidays

Paid Volunteer Time

Generous Paid Time Off and Rollover

Company matching 401K

Employee Assistance Program

Flexible working arrangements

Job summary

Fagron in Decatur, Alabama is seeking a tech-savvy Helpdesk Agent to join our IT support team onsite. You will resolve hardware and software issues, run diagnostics, and provide friendly, professional assistance to users.

The role requires proven help desk experience, proficiency in English, knowledge of help desk software and remote-control tools, and strong communication and troubleshooting skills. Candidates should have an associate degree in IT or CS and at least two years of customer

Qualifications

• Proven experience in providing help desk support.
• Proficiency in English.
• Working knowledge of help desk software, databases, and remote-control tools.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking abilities.
• Strong customer service orientation.
• 2+ years of customer service experience.
• Associate degree in Information Technology, Computer Science, or equivalent.

Responsibilities

• Be the first point of contact and deliver resolutions to user issues with a friendly and professional demeanor.
• Escalate unresolved queries to the next level of support promptly and efficiently.
• Track, route, and redirect problems to the appropriate resources.
• Keep customer data updated and produce clear, accurate activity reports.
• Guide customers through problem-solving processes with patience and clarity.
• Follow up with customers to ensure satisfaction and problem resolution.
• Use your excellent customer service skills to exceed expectations.
• Ensure proper recording, documentation, and closure of tickets.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles.

Skills

Customer service

Communication

Troubleshooting

Multi-tasking

Time management

Analytical thinking

Independent work

Education

Associate degree in IT or CS

Tools

Help desk software

Databases

Remote-control tools

Job description

About the job

Are you a tech-savvy problem solver with a passion for helping others? We are looking for a dynamic and enthusiastic Helpdesk Agent to join our IT support team at our vibrant and fun offices in Decatur, Alabama. In this role, you'll provide top-notch technical assistance and support for computer systems, hardware, and software. You'll be the go-to person for resolving queries, running diagnostic programs, isolating problems, and implementing effective solutions in a lively and engaging work environment.

Key Responsibilities

Be the first point of contact and deliver resolutions to user issues with a friendly and professional demeanor.

Escalate unresolved queries to the next level of support promptly and efficiently.

Track, route, and redirect problems to the appropriate resources.

Keep customer data updated and produce clear, accurate activity reports.

Guide customers through problem-solving processes with patience and clarity.

Follow up with customers to ensure satisfaction and problem resolution.

Use your excellent customer service skills to exceed expectations.

Ensure proper recording, documentation, and closure of tickets.

Prepare accurate and timely reports.

Document knowledge in the form of knowledge base tech notes and articles.

Set yourself apart

Qualifications

Proven experience in providing help desk support.

Proficiency in English.

Working knowledge of help desk software, databases, and remote-control tools.

Strong client-facing and communication skills.

Advanced troubleshooting and multi-tasking abilities.

A strong customer service orientation.

Associate degree in Information Technology, Computer Science, or equivalent.

2 or more years of customer service experience.

Desired Skills

Experience in a corporate or similar environment.

Basic understanding of networking principles and Microsoft operating systems.

Experience working in a Windows environment.

Ability to work independently and manage time effectively.

Strong analytical and problem-solving skills.

Experience with office management software.

Ability to image machines and familiarity with Microsoft Intune.

Physical Requirements

Ability to lift and move computer equipment as needed.

Ability to work in an office environment, which may involve standing and walking for extended periods.

Work Environment

On-site position requiring physical presence at the Decatur, Alabama location.

A fun, vibrant office environment where collaboration and creativity thrive.

Regular team-building activities and social events to foster a positive and engaging workplace culture.

What's on offer?

We believe in our people and foster a supportive environment that develops and rewards performance and incentivizes long-term career success. Our benefits include, but are not limited to:

• Competitive Salary [& Bonus Program]
• Health, Vision, and Dental Insurance
• Company Paid Life Insurance
• Generous Paid Holidays
• Paid Volunteer Time
• Generous Paid Time Off and Rollover
• Company matching 401K and Retirement Savings Plans
• Employee Assistance Program
• Flexible working arrangements

Ready for the challenge?