Job DescriptionWork includes: The Service Desk Agent is the first point of contact for users who call the IT Service Desk. While providing the highest level of customer service, the Service Desk Agent responds to customer issues, tracks all information in a ticketing system, and uses a knowledge base tool, along with their expertise, to resolve Tier 1 requests in a timely manner. Service Desk Agents escalate unresolved incidents to the proper Tier 2 support team. They also provide remote desktop support, and troubleshoot end user issues for various software applications, hardware, network and telecommunications systems. Additional Job Details: Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. Working knowledge of PC technical support, systems administration, networking, and Windows desktop/server operating systems. Excellent oral and written communication skills. Ability to provide technical support over the phone, demonstrated appropriate phone skills and maintains a professional demeanor. Good problem solving skills, along with the ability to properly document and share knowledge. Ability to handle constantly changing flow of traffic, remain productive during slow times and be able to multitask effectively during busy times. Exercise patience and professionalism during stressful situations. CompTIA, Cisco, Microsoft or KCS certification a plus.