IT Support Agent II in Glennville, Georgia at Onshore Outsourcing Holding Co Inc

IT Support Agent II

What we do

Onshore Outsourcing is a 100% US based team of passionate, highly trained, highly skilled IT people who understand what it means to deliver success. We enable hundreds of Fortune 1000 companies around the globe to unleash their true potential by excelling in industry and technical expertise proven process and mission-based models. Our proven process and track- record of success speaks to the commitment and dedication our team members embrace. Our mission is to enable our clients to accomplish big things with our IT help.

Why Onshore

Onshore Outsourcing is committed to fostering, cultivating, and preserving a culture of diversity, equity, inclusion, and respect as integral parts of our day-to-day environment. By fostering the atmosphere of diversity, equity, inclusion, and respect, we can continue to value and appreciate the strengths of the styles, ideas, and organizational contributions of everyone. Onshore’s culture cornerstones are operational excellence, always learning, we’re in this together, and passionate & purposeful.

Job Title: IT Support Agent II

Location: Remote (within 45 minutes driving distance of Glennville, GA preferred)

Pay: $16.00 per hour

The Role: As an IT Support Agent II, you will play a crucial role in ensuring our customers receive top-notch technical support. You will be responsible for accurately documenting, triaging, troubleshooting, tracking, and escalating customer issues until they are resolved. This position requires a professional who can handle a high volume of incoming calls and tickets while providing exceptional technical support via telephone, email, chat, and portal.

IT Support Agent II Duties & Responsibilities

• Accurately document, triage, troubleshoot, track, and escalate all customer issues until resolved
• Professionally handle a high volume of incoming calls and tickets
• Provide technical support and troubleshooting via telephone, email, chat, and portal
• Ensure management is notified of trending service issues, challenges, and roadblocks

IT Support Agent II – Minimum Qualifications

• CompTIA ITF+ Certification
• 3+ years demonstrated IT Service Desk or Deskside Support experience
• Demonstrated ability to troubleshoot hardware, software, network connections and peripherals
• Excellent interpersonal communication skills to include both verbal and written
• Ability to multitask in a fast-paced environment
• Demonstrated positive and professional demeanor
• Strong attention to detail

IT Support Agent II Preferred Qualifications

• CompTIA A+ Certification
• Experience with Oracle POS systems
• 6 or more months experience in the following areas

• ACD/IVR systems (such as inContact)
• ITSM systems (such as ServiceNow)
• Microsoft Office Suite usage and troubleshooting experience (such as Excel, Outlook, etc.)
• Medium to advanced network troubleshooting (such as Meraki, ping, tracert, or ipconfig, as well as network drive access troubleshooting)
• Medium to advanced Windows desktop support and troubleshooting ability

• Within 45 minutes driving distance of Glennville GA

IT Support Agent II Benefits

• 401(k)
• Paid Time Off (PTO)
• Medical/dental/vision insurance
• Company paid Life/AD&D and LTD insurance
• Voluntary supplemental accident, critical illness, and life insurances

Career pathing/promotion opportunities