Providing second-level telephone support, the full-time Senior Service Desk Agent will respond to and resolve customer requests related to software, hardware, and network operations while ensuring efficient and friendly customer service in a remote environment. Key responsibilities Resolve customer issues through effective troubleshooting and maintain accurate documentation of calls and cases Achieve performance metrics by consistently resolving a minimum of 12 tickets per day and following up on service requests Identify process efficiencies and contribute to knowledge management by documenting procedures and providing weekly knowledge scripts Required qualifications Associate's degree or professional certification(s) with 5+ years of related experience 12 months to 2 years of IT Service Desk experience, including Level 1 support for MS Office, MS Exchange, and MS Windows networks Working knowledge of data and voice network concepts Relevant IT qualifications equivalent to the completion of a certificate course in Information Technology service delivery Preferred: ITIL Foundations Certification and Microsoft Desktop Administration certification