Service Desk Agent I

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The Service Desk Agent I provides first-line technical support to faculty, staff, and students, ensuring timely resolution of IT-related issues. This role is responsible for prioritizing, logging, and initially troubleshooting all incoming support and service requests via phone, email, self-service portal, or walk-in. When necessary, the agent escalates complex issues to higher-level support teams, all while maintaining a pleasant and professional demeanor.

ESSENTIAL DUTIES AND RESPONSIBILITIES
The successful incumbent will perform the following duties, with or without reasonable accommodations:

• Assist users in the resolution of problems related to system operations.
• Create, update, and close tickets in accordance with Service Level Agreements (SLAs)
• Cordially and professionally interact with students, faculty, staff, peers, vendors, and others
• Respond to all support and service requests through supported channels: phone, web tickets, E-mail requests, walk-ups
• Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in attempt to resolve
• Record all outages within the ticketing system and send communications as appropriate
• Assist in developing self-help articles as part of the Knowledge Management Process
• Ensure employee compliance to all policies and procedures
• Demonstrate core values of Integrity, High Expectations, Accountability, and Safety.
• Complete review of knowledgebase articles to ensure accuracy and relevancy
• Follow up with end-users to improve communications and customer satisfaction
• Perform other duties as assigned or requested.

REQUIRED SKILLS AND EXPERIENCE
Education

• High school diploma or GED required;
• Associates or Bachelor's Degree in an applied technology area such as Information Systems, Computer Science, and/or Communications preferred.

Experience

• Prior customer service experience preferred; IT support experience is a plus but not required.
• Basic understanding of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365 applications.
• Knowledge of basic networking concepts (Wi-Fi, VPN, IP addresses).
• Experience using a ticketing system is a plus.

Key Competencies

• Strong problem-solving and troubleshooting skills.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies.
• Strong attention to detail and organizational skills

Starting Salary:$20/hr

The referenced salary range is based on PCOM good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. PCOM offers a total rewards package that supports our employees' health, life, career and retirement.

PCOM prohibits discrimination on the basis of age, race, sex, color, gender, gender identity and expression, national origin, ethnicity, ancestry, sexual orientation, religion, creed, disability, genetic information, marital status, pregnancy, military and military veteran status or any other legally protected class status in all its programs, activities, and employment practices.