On-Site IT Support Pro — Helpdesk & Troubleshooter

Fagron

Decatur (AL)

On-site

USD 36,000 - 48,000

Full time

8 days ago

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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

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

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