IT Service Desk Professional

6 months (with potential extension)

Location: 100% Remote

Schedule Requirement: Must be available to work 8:30 AM – 5:00 PM EST for the first 3 months. Ability to work between 5:00 AM – 9:30 PM ET thereafter, including evenings, weekends, and holidays as scheduled.

Position Summary

The Guest Teammate IT Technical Support Representative provides over-the-phone technical support the teammates, partners, and customers. This role is responsible for resolving IT issues in a timely manner, documenting known issues and solutions, collaborating with project teams, and escalating incidents when necessary to minimize downtime.

This position supports desktop applications, network troubleshooting, and clinical/healthcare applications, while delivering exceptional customer service.

Key Responsibilities

Diagnose and resolve IT issues using basic IT knowledge and problem-solving skills
Ask appropriate probing questions to determine root cause and resolution
Resolve the majority of incidents at first contact using IT tools and expertise
Provide excellent customer service and full ownership of issues
Log and document troubleshooting steps and solutions per knowledgebase standards
Escalate incidents when necessary to appropriate support teams
Provide on-call support during non-business hours as scheduled
Communicate status updates and follow-up with customers to ensure satisfaction
Share trends and undocumented issues with leadership and IT teams
Complete additional tasks and projects as assigned by Service Desk leadership

Required Skills & Qualifications

Minimum 6 months of related IT or technical support experience
Experience with computer, printer, and network troubleshooting
Ability to diagnose and troubleshoot Microsoft products
Experience supporting healthcare or clinical applications
Strong customer service skills and professional phone etiquette
Excellent documentation and communication skills
Ability to work independently and in a team environment
Willingness to work evenings, weekends, holidays, and on-call shifts as scheduled
Ability to travel up to 5%
English proficiency (speak, read, write)

Education

High School Diploma or GED required
One-year certificate from a college or technical school OR
At least 1 year of customer service–related experience/training, or equivalent combination of education and experience

Agile Resources, Inc.

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