IT Support Agent

Thanks for your interest in joining the GroupOne team! We’re looking for people who love utilizing their IT skills to help and delight people. If that sounds like you, then read on for the details about this IT Support Agent position.

Here’s what an IT Support Agent does:

• Answers incoming calls from clients
• Resolves simple or fast tickets
• Creates tickets and supports the triage process
• Provides application support (Office/Microsoft 365, QuickBooks, etc.)
• Configures hardware and install common peripheral devices
• Provides basic network support (configuration of wireless routers and access points)
• Accesses client systems via RMM (Remote Monitoring & Management) tools
• Conducts peer-to-peer training and shadowing
• Manages basic logistics and inventory for enterprise-level clients
• Administers maintenance activities such as operating system and application software patching
• Sets up new computers and user accounts
• Ensures the confidentiality and security of all information
• Prioritizes service tickets by urgency
• Provides efficient and timely resolutions to customer support cases
• Performs additional duties as required

Here are characteristics and skills that an ideal IT Support Agent has:

• Passionate about technology
• Comfortable providing phone support to clients
• Thoughtful and kind while performing customer service duties
• Able to communicate clearly in both writing and speaking
• Willing to work a standard M-F work week (and very occasional nights/weekends)
• Able to adapt and accept challenges in a fast paced, dynamic environment
• Exhibits a positive attitude and be able to fit in well within a strong team
• Able to successfully prioritize service issues based on multiple competing objectives
• Able to accurately track time and services performed during the course of the day
• Behaves in an ethical way, specifically: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity; Upholds organizational values.
• A proactive self-starter who is goal-oriented and strives for excellence
• Highly dependable, specifically: Follows instructions; Responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary