Service Desk Agent

Zippy Shell / 1-800-PACK-RAT, LLC, is one of the largest portable moving and storage companies in the United States. With over 90 locations across the country we provide simple and easy moving and storage solutions to residential and commercial clients. This is an exciting time for the company as we expand our location footprint, equipment and service offering, logistics network, and team!

Job Description:

The help desk support specialist will be responsible for first-level contact and problem resolution of customer issues. The ideal candidate will use their technical expertise and understanding of business needs to evaluate IT incidents and Service Desk tickets to appropriately prioritize and evaluate business impact. The help desk technician is expected to take ownership of customer problems and work with a sense of urgency to resolve issues. They will also communicate status and provide updates on work progress to customers and the team using our ticket tracking software.

***This is a hybrid role with 2-3 days required in office and the rest working remotely***

Primary responsibilities include:

• Support corporate desktops and laptops.
• Troubleshoot general access and connectivity issues.
• Troubleshoot corporate application issues.
• Basic administration of user accounts.
• Take ownership of trouble tickets, working and tracking issues to resolution.
• Record detailed information in to Help Desk ticketing system (Jira Service Desk).
• Support all Android or iOS mobile devices.
• Answer all help desk calls.

Position Related Skills

The role of Service Desk Agent requires:

• 1-3 years of experience in a help desk/support center environment.
• Proven proficiency with Windows operation systems, including Windows 10.
• MS Office fluency.
• General knowledge of networking basics.
• General knowledge of VPN basics.
• Exceptional customer service skills are vital.
• Excellent communication, both written and verbal are crucial.
• Ability to participate in the on-call schedule including evenings, weekends and/or holidays.
• Must be able to lift 15+lbs or be able to move computer equipment around the office