IT Services Desk Support Agent

Hanger, Inc., dedicated to delivering a comprehensive offering of integrated rehabilitative services, is currently hiring for a customer-service oriented and technically savvy IT Tier 2 Service Desk Agent to join our team to monitor and resolve our Service Desk call queue and assign or escalate tickets to appropriate support personnel.
As our Tier 2 Service Desk Agent, you will utilize your exceptional customer service skills to not only troubleshoot and resolve issues related to hardware, software and password resets in our Windows environment, you will actively contribute to ongoing process improvement. In this fast-paced role, your ability to prioritize, provide excellent follow-through, and ability to complete multiple simultaneous projects in a timely manner will be the keys to your success! If you are ready for our challenge, read on…

Responsibilities:

• Monitor, assign and close tickets in the Service Desk call queue utilizing Remedy. Update all outstanding and unassigned issues with correct business impact and urgency.
• Troubleshoot and resolve trouble tickets/service requests related to technical difficulties with hardware, software and password reset
• Use Tivoli or RDP to transfer files to client pcs and troubleshoot problems via remote connectivity
• Verify issue resolution with the customer and update the Service Desk ticketing system
• Work closely with infrastructure, database, and development personnel to resolve client issues
• Communicate plans and progression of issue resolution in a timely manner with clients
• Actively contribute to ongoing process improvement
• Document fixes and contribute to the standardization of processes and procedures