The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software(O365 & Windows Operating systems) and hardware issues(tablets, desktop, and laptop).

***This is a hybrid position. The candidate will be required to work onsite at least two days a week in Charlotte, NC.
***The max rate for this position is $32.50/hour.

The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software and hardware issues.

• Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems
• Perform First Contact Resolution (FCR)
• Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)
• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
• Understand and adhere to Incident Management, Request Management, and Knowledge Management policies

Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist.