IT Support Agent

Job Summary

This role provides essential frontline technical support to end users for all areas of the business. Provides level-one support to remove obstacles keeping business users from performing work normally. Performs basic troubleshooting and gathering information to resolve or escalate issues to the appropriate team as needed.

Principal Duties and Responsibilities

• Receives and handles colleague requests for support or fulfillment through inbound interactions such as calls, chat, service tickets, etc following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls/tickets as appropriate. Maintains records and advises relevant persons of actions taken.

• Under direct supervision manages daily support incidents in line with documented guidelines and procedures

• Attends team operational meetings and training to remain current with system and process changes as they occur. 

• Utilizing system knowledge documentation and following agreed procedures, provides instruction and best practice to users on systems, products and services.

• Organizes and presents sound information and advice on issues such as licensing of software, and legal obligations such as compliance with the Data Protection Act.

• Ensures that all requests from users for assistance are handled promptly and effectively such that agreed service levels are met; is proactive to ensure that users receive appropriate personal advice and guidance, and make effective use of the facilities available to them.

• Responsible for following all ITGC/security policies as they relate to accessing and providing access to systems and applications. The colleague will also provide knowledge to colleagues to ensure said access is used in a compliant and secure manner.

Required Experience

• This is an entry level position; 0-3 years of experience required

• Working in a Service Desk providing support to a complex customer base

• Diagnosing and resolving complex IT-related support requests (hardware, software, and applications)

Required Leadership Traits and Characteristics

• Has good interpersonal skills. Is well-organized and practical. Pays careful, close attention to detail. Has an understanding of installing many of the items of hardware and/or software to be found in own organization; has also acquired expertise in all areas of installation

• Teamwork - Working cooperatively (rather than competitively) with others to achieve a common goal.

• Is thoroughly familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in their own organization.

• Is competent in problem-solving within the context of controlling information and communications technology assets and changes to information systems. 

• Has a wide knowledge and understanding of Information Systems concepts and practice Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out. 

• Familiarity with relevant methodologies, tools, and techniques

• Ability to quickly learn the objectives, structures, operations, and policies of a new business area

• Ability to engage both IT and business partners to determine the explicit/implicit their requirements, documenting in business case or requirements summaries

• Ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing

• Intellectual curiosity and business acumen

• Customer focus - Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.

Formal Education, Qualifications or Training

High School degree OR equivalent professional certification OR equivalent work experience

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.