Service Desk Agent

SGS Consulting; Austin (TX); On-site; USD 42,000 - 58,000; Full time

Job summary

SGS Consulting seeks an experienced Service Desk/Help Desk Specialist to provide first-line IT support with a customer-first mindset.

You will support Apple iOS/iPad and Windows devices, work with web-based apps and MDM tools (Google Workspace, Slack, MaaS360, Workspace One), and manage hardware fulfillment requests. Strong written and verbal communication and ticketing system proficiency are required.

Qualifications

• 3–5 years of Service Desk or Help Desk experience.
• Customer-first mindset and collaborative skills.
• Experience supporting Apple iOS/iPad hardware, Windows 10/11 and hardware.
• Experience with web-based apps and MDM tools (Google Workspace, Slack, MaaS360, Workspace One).
• Proven analytical and problem-solving abilities.
• Experience with Help Desk ticketing systems.
• Strong customer service skills (written and verbal).

Responsibilities

• Provide Service Desk/HelpDesk support with a customer-first mindset.
• Support Apple iOS/iPad hardware, Windows 10/11 and related hardware.
• Assist with web-based apps and mobile device management tools (Google Workspace, Slack, MaaS360, Workspace One).
• Demonstrate analytical and problem-solving abilities; manage tickets.
• Maintain strong customer service through written and verbal communication.
• Coordinate and resolve hardware fulfillment requests for laptops, tablets/iPads, and PC peripherals.

Skills

Service Desk experience

Apple iOS/iPad hardware support

Windows 10/11 hardware support

Ticketing systems

Analytical and problem-solving

Customer service (written and verbal)

Education

High School Diploma or equivalent

Tools

Google Workspace

Slack

MaaS360

Workspace ONE

Job description

Job Responsibilities

3 to 5 years of successful work with Service Desk or HelpDesk Support'Customer First' Mindset and CollaborativeExperience supporting Apple iOS and iPad hardware, Window 10/11 and hardwareExperience with web-based applications and mobile device management tools (Google Workspace, Slack, MaaS360, Workspace One)Proven analytical and problem-solving abilitiesExperience with Help Desk ticketing systemsStrong customer service skills (Written and verbal)

Skills

Customer engagement via ticketing system, inbound and outbound, and email channels

Resolve Apple iPad, iOS, and Signify application support for Clinicians.

Resolve MacOS, Windows OS devices, Dell Peripherals, and Logitech webcams for internal Health employeesRespond, coordinate, and monitor hardware fulfillment requests for laptops, tablets/ipads, and PC peripherals (Monitor, Keyboard, Mice, Webcams)

Escalate and manage tickets transferred to other departmentsKeep customers/end users and ticket documentation up to dateAbility to work occasional overtime, weekend, and holidays

Education/Experience

High School Diploma or equivalent.