On-Site IT Support Agent

Fagron US; Decatur (AL); On-site; USD 42,000 - 52,000; Full time

Job summary

Fagron US in Decatur, Alabama is seeking a Helpdesk Agent to join the IT support team onsite. You will provide technical assistance for computer systems, hardware, and software, acting as the first point of contact for user queries and driving resolution with a friendly, professional approach.

The role requires 2+ years in customer service, strong English communication, and working knowledge of help desk software, databases, and remote-control tools.

Qualifications

• Proficiency in English.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking abilities.
• 2+ years of customer service experience.

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

English proficiency

Tools

Help desk software

Databases

Remote-control tools

Job description

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.

Qualifications:

• 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.
• 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.
• 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.

Set yourself apart