On-Site IT Support Agent

Fagron Tech

Decatur (AL)

On-site

USD 42,000 - 62,000

Full time

14 days+

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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 PTO and rollover

401K and Retirement Savings Plans

Employee Assistance Program

Flexible working arrangements

Job summary

Fagron Tech in Decatur, Alabama is seeking a Helpdesk Agent to join our IT support team onsite. You will provide technical assistance for computer systems, hardware, and software, acting as the first point of contact and resolving issues with patience and clarity.

Ideal candidates have 2+ years in customer service, strong English, and experience with Windows environments and remote-control tools. Join a lively office with opportunities for growth and hands-on support experience.

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.
2+ years of customer service experience.

Responsibilities

Be the first contact for user issues and provide resolutions.
Escalate unresolved queries promptly to the next support level.
Track, route, and redirect problems to the appropriate resources.
Keep customer data updated and produce clear activity reports.
Document knowledge in knowledge base tech notes and articles.
Follow up with customers to ensure satisfaction and closure.

Skills

Help desk support

Strong English

Windows operating systems

Networking basics

Customer service orientation

Analytical and problem solving

Education

Associate degree in IT / CS or equivalent

Tools

Microsoft Intune

Remote-control tools

Help desk software

Office management software

Remote desktop 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: