Pipeline Job : IT Help Desk Agent

Job Title : IT Help Desk Agent

Location : Hybrid, 2 days onsite

Contract duration : 12 months + potential extension

Pay Rate : $21 / hr on W2

Client : Client

Location : 7900 Windrose Ave. Plano, TX 75024

Duties & Responsibilities :

• Act as a single point of contact via the telephone, email or web for resolution of technology-related issues
• Document customer requests in our incident tracking system
• Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
• Interact with customers and peers to diagnose and resolve problems
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
• Support features, functionality, and usage of specific applications
• Provide Level 1 technical support of low to medium complexity
• Provide input and update to the technical knowledgebase as necessary
• Adhere to established policies and procedures. Make sound business decisions, under direction by following documented procedures
• Report problems with procedures and makes suggestions for improvements
• Perform related duties as assigned or requested

Role Requirements :