Help Desk Agent II
On-site · Commerce, Texas, United States
Job Summary
Provide tier 2 technical support to customers via phone and in person, resolve issues, and escalate complex problems to specialized teams. Act as initial contact for users, document incidents in an IT ticketing system, follow quality processes, and contribute to knowledge base. Requires strong troubleshooting across Windows and Mac environments, proficiency with Microsoft Office, and effective communication. Ability to handle ticket queues, support both software and hardware functionality, and assist with training and documentation as needed.
Required Qualifications
- High School Degree or GED
- Three years work experience
- Proficiency with Microsoft and MAC operating systems and Office
- Advanced proficiency in Microsoft Office products
- Ability to work in a fast-paced environment
- Call center experience (preferred)
- ITIL knowledge (preferred)
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