What are the responsibilities and job description for the Service Desk Agent I position at pcom?
Job Title: Service Desk Agent I
Department: Information Technology Services
Employment Type: Non-Exempt, Full-time
Location: Suwanee, GA
POSITION SUMMARY
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.
Technical Skills
• 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.
