On-Site IT Support Agent

Fagron Nederland BV; Decatur (AL); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health, Vision, and Dental Insurance

Company Paid Life Insurance

Generous Paid Holidays

401K retirement plans

Job summary

Fagron Nederland BV is seeking a Helpdesk Agent to join our IT support team in Decatur, Alabama. You will be the first point of contact, resolving issues with hardware and software, guiding users, and escalating as needed.

You will maintain accurate records, participate in knowledge base creation, and help improve service delivery in a dynamic office environment. Strong English, 2+ years in support, and a solid IT foundation are required.

Qualifications

• 2+ years of customer service experience.
• Proven help desk support experience.
• English proficiency and strong communication.
• Windows operating systems and networking basics.
• Experience imaging machines and managing devices.
• Experience with Intune and remote support tools.

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

Help desk experience

English proficiency

Client-facing

Troubleshooting

Customer service

Time management

Analytical skills

Independent worker

Education

Associate degree in IT/CS

Tools

Help desk software

Remote-control tools

Microsoft Intune

Office management software

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?