Service Desk Agent

We are looking for Service Desk Agent @ Reno, NV

Position Summary

The Service Desk Analyst I serves as the primary point of contact for end users seeking technical assistance and support. This position is responsible for receiving, documenting, tracking, and resolving service requests and incident reports while providing a high level of customer service. The role ensures timely communication with users throughout the support process, maintains accurate records of all interactions and resolutions, and contributes to continuous service improvement through trend analysis, knowledge sharing, and process enhancement.

Essential Functions and Responsibilities

• Serve as the first point of contact for end users experiencing technology-related issues or requesting IT services.
• Receive, log, categorize, prioritize, and manage service requests and incident reports through the designated ticketing system.
• Diagnose, troubleshoot, and resolve routine hardware, software, network, access, and application issues, escalating complex problems as appropriate.
• Maintain accurate and detailed documentation of incidents, service requests, troubleshooting steps, resolutions, communications, and follow-up actions.
• Communicate professionally and effectively with users regarding ticket status, expected resolution timelines, and service outcomes.
• Ensure incidents and requests are resolved within established service level agreements (SLAs) and customer service standards.
• Monitor and follow up on open tickets to ensure timely resolution and user satisfaction.
• Identify recurring issues, trends, and opportunities for service improvement; communicate findings to management and support teams.
• Contribute to the development, maintenance, and enhancement of the IT knowledge base and support documentation.
• Participate in continuous learning activities to maintain current technical knowledge and customer service skills.
• Support process improvement initiatives designed to increase service efficiency, reduce resolution times, and improve the user experience.
• Adhere to company policies, security standards, compliance requirements, and IT service management procedures.
• Maintain regular and predictable attendance to ensure appropriate service desk coverage.
• Accurately record all hours worked, overtime, leave time, and other timekeeping transactions using the Company's designated timekeeping system.
• Adhere to Company timekeeping, scheduling, attendance, meal period, and rest break policies and accurately record all compensable working time.
• Follow established attendance, scheduling, and call-off procedures and promptly notify management of absences, tardiness, or schedule conflicts that may affect service levels.
• Work overtime only when requested by the Company or when prior authorization has been obtained from management, except in emergency situations where immediate action is necessary to protect business operations, systems, information security, or customer service commitments.
• Accurately record all overtime hours worked in accordance with Company timekeeping procedures.
• Perform other related duties as assigned.

Performance Expectations

• Meet established service desk performance metrics, including response time, resolution time, documentation quality, and customer satisfaction standards.
• Maintain reliable attendance and schedule adherence.
• Ensure all working time is accurately and timely recorded in the Company's timekeeping system.
• Follow all procedures for reporting absences, tardiness, schedule changes, and requests for time off.
• Adhere to assigned work schedules and obtain management approval before working outside scheduled hours unless specifically directed by the Company.
• Work overtime only when requested or authorized by management and accurately record all overtime hours worked.
• Maintain schedule adherence and attendance standards established for the Service Desk function.
• Contribute to the ongoing improvement of support processes and knowledge resources.

Physical Requirements

• Prolonged periods of sitting and working at a computer workstation.
• Frequent use of hands and fingers for keyboarding and operating computer equipment.
• Ability to communicate effectively in person, by telephone, video conference, and electronic communications.
• Ability to occasionally lift, carry, and move equipment weighing up to 25 pounds.
• Ability to perform repetitive motions associated with computer and office work.

Work Environment

• Primarily performed in an office, service center, hybrid, or remote support environment.
• Frequent interaction with end users requiring technical assistance.
• Standard business hours, with occasional overtime, after-hours support, or schedule adjustments based on business needs.

Timekeeping and Attendance

Regular and predictable attendance is an essential function of this position.

Employees are required to:

• Accurately record all hours worked using the Company's designated timekeeping system.
• Report all compensable working time, including approved remote work, overtime, and work performed outside regularly scheduled hours.
• Comply with Company policies regarding scheduling, attendance, meal periods, rest breaks, and overtime authorization.
• Review and certify the accuracy of submitted time records each pay period.
• Promptly report any timekeeping discrepancies to management.

Overtime is not permitted unless requested by the Company or approved in advance by an authorized manager. Employees are required to accurately record all hours worked, including any overtime hours.

Working unauthorized overtime, failing to obtain required approval for overtime work, or performing work outside scheduled hours without authorization may result in corrective action. However, all hours actually worked must be reported and will be compensated in accordance with applicable federal, state, and local law.

Failure to accurately record time worked, falsification of time records, or unauthorized modification of timekeeping records may result in corrective action consistent with Company policy.

Nothing in this job description alters the Company's obligation to compensate non-exempt employees for all hours worked in accordance with applicable federal, state, and local wage and hour laws. Employees must promptly report any concerns regarding timekeeping, pay, overtime, meal periods, or rest breaks to Human Resources or management.

Required Qualifications

Education

• Associate degree in Information Technology, Computer Science, Information Systems, or a related field; or
• Equivalent combination of education, training, and relevant work experience.

Experience

• One (1) year of technical support, help desk, service desk, or customer service experience preferred.
• Experience utilizing ticketing or incident management systems preferred.

Knowledge, Skills, and Abilities

• Knowledge of desktop operating systems, hardware, software applications, and basic networking concepts.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to communicate technical information effectively to non-technical users.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Commitment to delivering high-quality customer service.
• Ability to work independently and collaboratively within a team environment.
• Proficiency with ticketing systems, knowledge management tools, and standard business software applications.
• Ability to maintain schedule adherence and comply with attendance and timekeeping requirements