Junior Service Desk Agent
Connecticut, , United StatesAll locationsConnecticut, , United StatesHartford, CT Hybrid
$40,000–$45,000 a yearJobFig found this opening at its original source and checks that it remains available.
About the role
This role is onsite in Hartford, CT and will require 100% onsite presence. The IT Service Desk Professional provides first-level technical support to Client's colleagues, business partners, and authorized users through voice calls. The role is responsible for answering inbound support calls, troubleshooting and resolving IT incidents, supporting clinical and desktop applications, documenting issues accurately, and escalating incidents when additional technical assistance is required. The successful candidate will provide professional customer service, take ownership of incidents, and work efficiently in a high-volume voice contact-center environment. The role requires adherence to Client and Endava security, privacy, access-management, and operational procedures.
What you'll bring
- Must be flexible on shifts and available starting 11/02 for 4 weeks of onsite training without missing any days.
- Diploma, degree, or equivalent experience in IT or a related field.
- Previous experience in an IT Service Desk, Help Desk, Technical Support, or Contact Center role.
- Experience providing technical support by telephone in a high-volume environment.
- Basic knowledge of computers, operating systems, applications, hardware, networking, and access management.
- Strong troubleshooting and problem-solving skills.
- Clear verbal communication and good customer-service skills.
- Ability to explain technical information to non-technical users.
- Experience documenting incidents using a service-management or ticketing system.
- Ability to follow procedures and escalation processes.
- Flexibility to work weekends, Saturdays, holidays, or on-call shifts as required.
- Participation in both internal meetings and external meetings via video calls, as necessary.