On-Site IT Support Agent

Fagron; Decatur (AL); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Bonus Program

Health, Vision, Dental

Company Paid Life Insurance

Paid Holidays

Volunteer Time

PTO & Rollover

401K Plan

Employee Assistance Program

Flexible work arrangements

Job summary

Fagron is seeking a Helpdesk Agent to join its IT support team in Decatur, Alabama. You will provide technical assistance for computer systems, hardware, and software, acting as the first point of contact for user issues in a lively on-site office environment.

You will escalate complex queries, track tickets, and ensure accurate documentation and closure while delivering strong customer service and clear communication with users.

Qualifications

• Associate degree in IT, CS, or equivalent required.
• 2+ years of customer service experience.
• Proficient in English with strong communication skills.
• Working knowledge of help desk software, databases, and remote-control tools.
• Strong client-facing skills and ability to troubleshoot.

Responsibilities

• Be the first point of contact and resolve user issues with professionalism.
• Escalate unresolved queries to the next level promptly.
• Track and route problems to appropriate resources.
• Document and close tickets with accurate activity records.
• Provide timely reports and maintain knowledge base articles.

Skills

Customer service

Communication

Troubleshooting

Time management

Multitasking

English proficiency

Education

Associate degree in IT/CS or equivalent

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?

• 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