Service Desk Agent

With Hays in Philadelphia PA US

More jobs from Hays

Posted on February 14, 2019

About this job

Job type: Full-time
Role: System Administrator


windows, sysadmin

Job description

Service Desk Agent (Phone Support)

Philadelphia, PA 19103

3-6 month CTH - up to $23/hour (50k conversion to perm)

W2 Only 

Job Description:  

  • Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution 

  • Applies understanding and knowledge of information systems products and services to assist users 

  • Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems 

  • Coordinates referrals to appropriate technical, professional, or service personnel 

  • Receives and prioritizes issues and forwards using appropriate escalation procedures 

  • Provides functional or task leadership 

  • Coordinates special projects and system upgrades 

  • Briefs customers and/or management on the status of resolution efforts 

  • Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel 

  • Recommends system or process improvements, including procedures, training, and enhanced documentation 

  • All other duties as assigned 

  • Learns to use professional concepts. 

  • Applies company policies and procedures to resolve routine issues. 

  • Works on problems of limited scope. -Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. 

  • Builds stable working relationships internally. 

  • Normally Receives detailed instructions on All work. 


  • Windows 10 
  • Active Directory experience 
  • MS office 2016 
  • Basic knowledge in mobile phone support 
  • Base knowledge in ITIL 
  • Ability to support printers 
  • Ability to troubleshoot laptop and desktop hardware and software problems

Apply here