Service Desk Agent

Serves as the first point of contact for end user requests. Successful candidate will have experience working in a Service Desk (Tier 1) environment supporting the end users computing needs, as well as have used a Service Desk management support tool. Must be able to collect information from the users and perform initial repairs, or dispatch the request to the appropriate Tier 2 team based on the service level agreements in place.Specific Skills Required: Experience using Remedy or a related problem tracking software application. Experience supporting desktop hardware software. Experience supporting MS Windows XP Professional and the MS Office Suite. Experience using Remote Desktop or a related remote desktop control application to resolve issues on first contact.Desired Skills: Experience working in an environment that uses an Automated Call Distribution unit for inbound calls. Knowledge of servers, network devices, and system monitoring tools. Knowledge of ITIL and its best practices.Requires a Associates in Computer Science or related and 2 years of related experience.