Service Desk Agent I
Location: Worcester
Posted on: June 23, 2025
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Job Description:
Location: Westborough, MA - Corporate Home Office. Schedule:
Monday - Friday, Full-time Pay rate: $22.50-$24.00/hour Benefits:
Heath, dental, vision insurance 401k with company contribution
Tuition reimbursement Paid time off Discounts on wide array of
services/entertainment The Service Desk Technician I is responsible
for: Being a frontline technical support professional who receives
and handles tickets. Providing customers with information,
restoring service, and escalating tickets to a higher level of
support. Good communication skills and the ability to take
direction regarding incident resolution. Having knowledge of IT
systems, processes, and terminology. Evaluating documented
resolutions and analyze trends for ways to prevent future problems.
Alerting management to emerging trends in incidents. Assisting in
software releases and rollouts and communication to the end users.
Fielding incoming requests to the Service Desk via both telephone
and e-mail to ensure courteous, timely and effective resolution of
end user issues. Documenting all pertinent end user identification
information, including name, department, contact information and
nature of problem or issue. Building rapport and elicit problem
details from service desk customers. Prioritize and schedule
problems. Escalating problem (when required) to the appropriately
experienced technician. Recording, tracking and documenting the
service desk incident management process, including all successful
and unsuccessful decisions made, and actions taken, through to
final resolution. Applying diagnostic utilities to aid in
troubleshooting. Accessing software updates, drivers, knowledge
bases, and FAQ resources on the Internet/Intranet to aid in problem
resolution. Identifying and learn appropriate software and hardware
used and supported by the organization. Performing hands-on fixes
at the desktop level, including installing and upgrading software,
installing hardware, implementing file backups, and configuring
systems and applications. Performing preventative maintenance,
including checking and cleaning of workstations, printers, and
peripherals. Testing fixes to ensure problem has been adequately
resolved. Performing post-resolution follow ups to help requests.
Developing help sheets and FAQ lists for end users. Reinforcing
SLAs to manage end-user expectations. Participating in mandatory
on-call rotation. Qualifications Qualifications: Associates Degree
or 1 to 2 years equivalent work experience. Optional
Certifications: HDI, Microsoft, Cisco, CompTIA or ITIL v3.0 or
v4.0. Experience: Knowledge of basic computer hardware including
CPU, RAM, HDD, Network Adapters, etc. Extensive application support
experience with Electronic Medical Record software. Working
knowledge of a range of diagnostic utilities, including remote
control software. Experience with smartphone, desktop and server
operating systems, including Windows, Apple iOS, Android.
Familiarity with the fundamental principles of ITIL. Exceptional
written and oral communication skills. Exceptional interpersonal
skills, with a focus on rapport-building, listening and questioning
skills. Strong documentation skills. Fluent in English. Customer
service experience. Troubleshooting/problem solving experience.
Experience working in a team-oriented, collaborative environment.
Ability to conduct research into a wide range of computing issues
as required. *CA *CB
Keywords: , East Hartford , Service Desk Agent I, IT / Software / Systems , Worcester, Connecticut
