Service Desk Agent

Mechdyne is one of the world's leading providers of innovative visual information technologies. We bend technology to our will in ways that transform complex data into insights and ideas. To ensure our clients succeed, we provide comprehensive, customized solutions that include consulting, software, technical services, and hardware integration.

Our systems and technology support client efficiency, collaboration, and interaction. This position requires robust attention to detail and unwavering customer service while ensuring that up-time and functionality of our clients are not affected. Mechdyne is looking for professionals who are interested in driving and supporting client success.

* Respond to incoming calls, voicemails, web-submissions, emails and chat for assistance from clients experiencing technical issues * Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems and resolutions (i.e. software, hardware and client specific applications) * Document client issues in various call tracking systems * Assist with advanced troubleshooting for special projects as directed * Pursue, recommend, and implement new methods, processes, and materials/equipment for improvement * Provide friendly, courteous, and quality IT support to all users * Meet or exceed minimum corporate KPI goals * Grow professionally through on-going training, certification programs, and continued learning

**Qualification:** * Educational degree/certificate or equivalent experience in IT services * Knowledge in Microsoft Office 2007/2010/2013/365 (i.e. Word, Excel, PowerPoint, Access) * Knowledge in Microsoft Outlook 2007/2010/2013 * Knowledge in Windows XP, 7, 8.1, and 10 Operating Systems * Knowledge of Citrix and VPN * Knowledge of Active Directory and user account changes **Additional experience with the following would also be desirable:** * Telephone helpdesk experience * Ticketing system experience