US - Staffing - IT Help Desk Agent - Axelon Services Corporation

Responsibilities:

• Act as a single point of contact via the telephone, email or web for resolution of technology-related issues.
• Document customer requests in call tracking system.
• Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
• Interact with customers and peers to diagnose and resolve problems.
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problem.
• Support features, functionality, and usage of specific applications.
• Provide Level 1 technical support of low to medium complexity.
• Provide input and update to the technical knowledgebase as necessary
• Adhere to established policies and procedures.
• Make sound business decisions, under direction by following documented procedures.
• Report problems with procedures and makes suggestions for improvements.
• Perform related duties as assigned or requested.

• Up to 5-week training program that is instructor lead.
• Training is mandatory and scheduled for 35 hours per week. 8:30am-4:00pm ET, Monday-Friday (Remote).
• Upon completion of training and demonstrated proficiency within the role, assigned shifts may change based upon business needs.