21 days old

Service Desk Agent

Raleigh, NC 27615
  • Job Code


The Help Desk Technician position provides first level support to customers who are experiencing any procedural or operating difficulty with the use of IT applications, and products or services. Complex and/or high priority problems are escalated to specialized support groups for resolution when needed, but the Help Desk team member is responsible to ensure that an effective solution is provided to the end user. The position requires strong technical and business acumen, must be self-motivated, take charge in identifying and fixing problems, and excel in a fast changing, growing environment.


Provide support for all information technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with in house software packages

Effectively, professionally, and respectfully represent other Information Technology staff members, teams, and their services to the client community.

Determine the most effective manner to resolve client's technical issue. Engage in research and in-depth troubleshooting to resolve technical issues. Consult with other team members when necessary.

Record required customer and problem information in the ServicePro Call Ticketing System. Update tickets with appropriate journal entries of activities, and close tickets with resolution entered upon completion of the job.

Resolve Level 2 work orders. Escalate complex and/or high priority problems to the appropriate support groups for resolution.

Verify that suggested solutions effectively resolve the users' problems through verbal or email follow up

Work on help desk related projects as assigned by supervisor.


2-5 years of IT Help Desk, Call Center, and desktop hardware experience desired

Experience with Active Directory & Windows 2008/2012 Servers

Experience with DNS, DHCP, Group Policy, and TCP/IP

Experience with Microsoft Office Products (Word, Excel, Outlook)

Experience working in a fast paced environment

Excellent troubleshooting skills

Must be able to learn and support new and fast-changing technologies

Excellent written and verbal communication

Must have a good command of the English language in order to provide effective phone, desk-side, and email support.

Good work habits under pressure

Experience with desktop technologies, windows server platforms, and mobile technologies

Technical certifications such as A+ or Network+ desired

College degree in computer science or a related field a plus


  • Information Technology

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Service Desk Agent

Randstad Technologies
Raleigh, NC 27615

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Randstad Technologies
Raleigh, NC

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