A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$20.00 - $31.00 USD per hour Job Overview Aflac Inc Company is seeking a motivated and customer-focused Service Desk Agent to join our professional IT team based in Italy, Texas . This is a full-time opportunity for an individual passionate about technology and dedicated to providing exceptional support. As the first point of contact for our employees, you will play a crucial role in troubleshooting technical issues and ensuring the smooth operation of our IT systems, contributing directly to our organisation's success. Responsibilities Act as the initial point of contact for all technical support requests from employees, received via phone, email, and our ticketing system. Accurately log, prioritise, and track all incidents and service requests to ensure timely resolution. Provide first-line diagnosis and troubleshooting for issues related to hardware, software, network connectivity, and other IT systems. Escalate complex and unresolved issues to the appropriate senior support teams while maintaining ownership of the user's request. Perform user account management tasks, including password resets, account creations, and permission modifications. Contribute to the creation and maintenance of our knowledge base with clear and concise technical documentation. Ensure all support activities adhere to established service level agreements (SLAs) and company policies. Communicate technical information effectively to non-technical colleagues, ensuring they understand the steps being taken to resolve their issue. Qualifications Proven experience working in an IT service desk, helpdesk, or a similar technical support environment. Strong knowledge of Microsoft Windows operating systems, the Microsoft 365 suite, and common business applications. Hands-on experience with IT service management (ITSM) or ticketing software. Excellent analytical and problem-solving skills with a high level of attention to detail. Outstanding communication and interpersonal skills, with a commitment to providing excellent customer service. The ability to work independently and collaboratively as part of a team in a fast-paced environment. Relevant certifications, such as CompTIA A+ or ITIL Foundation, are highly desirable. Benefits In addition to a competitive hourly rate of $20.00 - $31.00 USD , we offer a comprehensive benefits package and a supportive work environment. This is an excellent opportunity to develop your technical skills and advance your career within a reputable organisation.
