help desk agent

Nordic Consulting

<div>Make a difference. Be happy. Grow your career.<h1 class="jobSectionHeader">
Job Summary</h1>
The Clinical Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. The agent responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. The agent provides effective and timely resolution of users&rsquo; problems, queries, or complaints. The agent assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.<h1 class="jobSectionHeader">
CLINICAL SERVICE DESK AGENT I</h1>
The Clinical Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. Utilize excellent customer service skills and exceed customers&rsquo; expectations.
<h2 class="jobSectionHeader">Key Responsibilities</h2>
The Clinical Service Desk Agent will be responsible for, but not be limited to:<ul><li>
Providing a high level of professionalism and customer service</li><li>
Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs</li><li>
Taking end user calls regarding questions or issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed</li><li>
Walking end user through problem solving or workflow process</li><li>
Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)</li><li>
Quickly identify and escalate high-priority issues to appropriate team</li><li>
Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues</li><li>
Maintaining and expanding knowledge of help desk procedures and services</li><li>
Making good faith effort at resolving more complex ends user issues</li><li>
Collaborating and interfacing with all members of the Service Desk.</li><li>
Working efficiently and reliably in unsupervised and varying environments</li><li>
Adhering to policies and procedures such as HIPAA and client notification expectations</li><li>
Attending and participating in team meetings</li><li>
Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested</li></ul><h2 class="jobSectionHeader">
Skills And Experience</h2><ul><li>
2+ years customer service experience required</li><li>
1 + years&rsquo; experience working in a call center required</li><li>
Basic understanding of Healthcare Terminology and Basic IT competencies required</li><li>
EHR knowledge and/or experience, preferred</li><li>
Excellent customer service and communication skills, written and verbal</li><li>
Ability to maintain calm and professional composure in stressful environments</li><li>
Proficient in English to support our clients&rsquo; needs. Spanish is a plus</li><li>
Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills</li><li>
Ability to apply problem solving skills across repetitive tasks</li><li>
Ability to work nights and weekends, depending on assigned shift</li><li>
Strong attention to detail and ability to organize</li><li>
Must be able to work independently, as well as within a team environment</li><li>
Must demonstrate and embody Nordic&rsquo;s maxims</li></ul><h2 class="jobSectionHeader">
Additional Details</h2><ul><li>
Ability to travel up to 5% of the time</li></ul>
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.</div>

Clinical Service Desk Agent I

PROZ TECHNOLOGIES

Hello, Greetings from Proztec Qatar! I hope everything is going well with you.JOB DESCRIPTIONThe Service Desk Agent is responsible for providing first-level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction. The role focuses on effective communication, quick response times, and accurate ticket handling to meet SLA requirements. The agent will act as the first point of contact for IT-related issues and coordinate with technical teams for resolution.DUTIES &amp; RESPONSIBILITIES<ul><li>Serve as the first point of contact for user support via phone, email, or ticketing system</li><li>Log, track, and manage incidents and service requests using ticketing tools</li><li>Ensure timely response and resolution in line with SLAs</li><li>Perform initial troubleshooting and issue diagnosis</li><li>Escalate complex issues to L2/L3 support teams when required</li><li>Provide regular updates to users on ticket status</li><li>Maintain accurate documentation of issues and resolutions</li><li>Follow ITSM processes including Incident and Request Management</li><li>Ensure high levels of customer satisfaction through effective communication</li><li>Support routine system checks and user assistance</li></ul>SKILLS &amp; ABILITIES<ul><li>Strong communication and customer service skills</li><li>Experience with ticketing tools (ServiceNow, BMC, SummitAI, etc.)</li><li>Basic technical troubleshooting knowledge</li><li>Understanding of ITIL-based support processes</li><li>Ability to handle multiple tickets and prioritize effectively</li><li>Strong problem-solving and user-handling skills</li></ul>POTENTIAL BACKGROUND<ul><li>Minimum 4+ years of experience in Service Desk / IT Support</li><li>Experience in handling end-user support in enterprise environments</li><li>Exposure to high-volume ticketing environments</li><li>Experience working in SLA-driven support roles</li></ul>CERTIFICATIONS (MANDATORY/PREFERRED)<ul><li>ITIL v4 Foundation &ndash; Preferred</li></ul>LANGUAGE REQUIREMENT<ul><li>Arabic or Non-Arabic Speaker</li></ul>WORK LOCATION<ul><li>Onshore &amp; Offshore</li></ul>SOFT SKILLS<ul><li>Strong interpersonal and communication skills</li><li>Customer-focused mindset with patience and professionalism</li><li>Ability to work under pressure and meet SLAs</li><li>Proactive and solution-oriented attitude</li><li>High ownership and accountability</li></ul>If you&rsquo;re interested or have relevant experience, feel free to share your updated CV.Job Type: Full-timePay: QAR6,000.00 - QAR8,000.00 per monthWork Location: In person

SERVICE DESK AGENTS

GIG Gulf

<div>
 
 
 Who we are
 
 
 
 GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 13 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 3.83 billion and $69 million net profit for the year 2023. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.
 
 
 
 
 
 GIG Gulf is an &lsquo;A&rsquo; rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.
 
 
 
 
 
 GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region&rsquo;s digital insurer of reference, committed to running our operations in a responsible, sustainable way.
 
 
 
 
 
 
 Job purpose:
 
 
 
 The IT Service Desk Agent will be working as part of a team that is responsible for 1st line IT support for GIG Gulf staff. The role is based in GIG Gulf office in Bahrain Bay.
 
 
 The team works on answering, attending and resolving all the L1.5 issues addressed to the IT Service Desk and escalates the rest to the appropriate teams in other levels as per standard procedures and agreements.
 
 
 The agent will be troubleshooting basic end-user issues on various software applications, hardware, network and telecommunications systems and provide basic to advanced desktop support.
 
 
 The role requires excellent customer service, communication (written + verbal), and analytical skills.
 
 
 
 
 
 
 IT Service Desk Agent (Level 1.5) role summarized in 3 points:
 
 
 
 
 
 
 1)Customer Service and Communication: Strong customer service and communication skills (written + verbal) to interact with users, explain technical concepts, actively listen, and provide timely and professional support.
 
 
 2) Technical Proficiency: Strong foundation in operating systems, hardware, software applications, and network basics with the ability to diagnose and troubleshoot technical issues.
 
 
 3) Problem-solving and Analytical Skills: Effective problem-solving, analysis of issues reported by users, identification of root causes, and implementation of appropriate solutions.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 Service Desk End-User Support
 
 
 <ul>
 <li>
 Manage end-user issues raised to Service Desk (Level 1.5) through tickets and calls received through IVR
 </li>
 <li>
 Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI&rsquo;s
 </li>
 <li>
 Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
 </li>
 <li>
 Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
 </li>
 <li>
 Provide high-quality resolutions of assigned tickets and managing the expectations of the users
 </li>
 <li>
 Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
 </li>
 <li>
 Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)
 </li>
 </ul>
 
 
 
 
 
 Operational &amp; Technical Responsibilities:
 
 
 
 
 Communication
 
 
 <ul>
 <li>
 Act as the 1st point of contact for all IT related issues or requests
 </li>
 <li>
 Build a strong trust relationship with business users across the region
 </li>
 <li>
 Build strong collaboration with level 2 and 3 IT teams
 </li>
 <li>
 Create and update documentation for end-users when needed for known issues/requests
 </li>
 </ul>
 
 
 IT Support
 
 
 <ul>
 <li>
 Create and modify user accounts for Active Directory and all applications
 </li>
 <li>
 Install end-user software (licensing validity and availability checks)
 </li>
 <li>
 Deployment of new applications (and/or upgrades) and follow-up
 </li>
 <li>
 Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendor
 </li>
 <li>
 Manage applications permissions changes for end-users
 </li>
 <li>
 Create mailboxes/shared mailboxes / DL and troubleshoot email issues (Exchange Online/Office365)
 </li>
 <li>
 Troubleshooting of printer issues
 </li>
 <li>
 Call center system support
 </li>
 <li>
 Mobile management enrollment and activation
 </li>
 <li>
 Shared folders permissions management
 </li>
 </ul>
 
 
 Security
 
 
 <ul>
 <li>
 Ensure full compliance with the Information Security policy and procedures
 </li>
 <li>
 Review encryption and antivirus definition status and remediate any issues
 </li>
 <li>
 Administrative Privileges management
 </li>
 <li>
 Ensure that all provided laptops have the necessary physical security measures
 </li>
 <li>
 Scan computers for virus infection
 </li>
 <li>
 Provide physical access to staff and visitors as necessary.
 </li>
 </ul>
 
 
 Network and Telecom
 
 
 <ul>
 <li>
 Troubleshoot end-user internet issues
 </li>
 <li>
 Local area network and Ethernet connections support
 </li>
 <li>
 Wireless network access basic support
 </li>
 <li>
 Headset phone and softphone setup for call center staff
 </li>
 <li>
 VPN configuration and troubleshooting
 </li>
 </ul>
 
 
 
 
 
 Essential Requirements:
 
 
 
 
 Communication and Soft Skills
 
 
 <ul>
 <li>
 Excellent communication skills in English, both verbal and written
 </li>
 <li>
 Critical and analytical thinking and creativity &ndash; always challenging the status quo and find better ways to complete tasks
 </li>
 <li>
 Conflict Resolution &ndash; ability to resolve problems and complex situations
 </li>
 <li>
 Active listening and empathy &ndash; ability to listen and understand users to address their needs
 </li>
 <li>
 Team player &ndash; ability to work with a team and influence a positive collaborative culture
 </li>
 <li>
 Ability to prioritize workload appropriately based on the impact on the business
 </li>
 </ul>
 
 
 
 
 
 Technical Skills
 
 
 <ul>
 <li>
 Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
 </li>
 <li>
 Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
 </li>
 <li>
 Good understanding of Microsoft Active Directory services , Azure AD, Microsoft M365 Admin portal
 </li>
 <li>
 Excellent knowledge of Microsoft Office products including O365, Teams, Intune
 </li>
 <li>
 Familiarity with network architecture, LAN network protocols and client-server business applications
 </li>
 <li>
 Familiarity with Citrix and remote desktop or any VDI platform
 </li>
 <li>
 Familiarity with Distributed File Sharing
 </li>
 <li>
 Excellent skills in Excel to prepare weekly, monthly, quarterly reports on Quality of Service &amp; Service Desk KPI reports for management submission.
 </li>
 <li>
 Good understanding of ITIL framework or any other service management framework
 </li>
 <li>
 Excellent understanding of IT service management tools and ticketing system
 </li>
 <li>
 Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)
 </li>
 <li>
 Knowledge of using remote access tools for remote troubleshooting
 </li>
 <li>
 Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team
 </li>
 <li>
 Proficient in utilizing Microsoft Excel for generating reports related to service desk activities.
 </li>
 <li>
 Skilled in extracting and analyzing service desk data to identify trends, patterns, and performance metrics
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience
 </li>
 <li>
 5+ years&rsquo; experience in an IT Service Desk role
 </li>
 <li>
 ITIL v3/v4 Foundation Certification
 </li>
 <li>
 MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008
 </li>
 </ul>
 
 
</div>

IT Service Desk Agent

Loyola Enterprises Inc.

Job Description: Part Time JKO Help Desk (Suffolk, VA) Sunday Only 11AM &ndash; 11PMNote: Cannot have an existing @army, @af, @navy, or an @usmc email accountClearance: DOD Secret clearance requiredRequirement: Immediate hire, Part TimeSchedule: Part Time Hours of Operation: Two 12 hour shifts, Sat &ndash; Sun 11AM &ndash; 11PMLocation: Joint Staff J7 Suffolk VirginiaCompensation: $25 per hour + based on experienceEducation: Bachelor s degree in a technical field is a plus.Email Requirements:<ul><li>Must have or be able to get an @mail.mil work email address.</li><li>Cannot keep an existing @army, @af, @navy, @usmc email.</li></ul>Job Description: Joint Staff J7 (JSJ7) Joint Knowledge Online (JKO) Help Desk weekend position.Qualifications:<ul><li>Must be able to access DOD Microsoft Office 365. Experience using other MS Office products a plus.</li><li>Basic understanding of Internet functions, and working browsers (Edge, Chrome, Firefox).</li><li>6 months Help Desk experience (desired) using Remedy or similar ticketing program.</li><li>Experience training military and civilian personnel via computer based and web-based applications.</li><li>Use of portals, Learning Management Systems (LMS).</li><li>Verbal and written communications skills.</li></ul>Job Summary:<ul><li>Check browser settings and basic browser trouble shooting.</li><li>Respond to telephone calls and e-mail messages to help customers with computer problems.</li><li>Listen to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.</li></ul>Please contact me or reply to my e-mail if you are interested in discussing so we can make an offer to you.Thank youSincerely,Benito Loyola Benito@Loyola.com PresidentLoyola Enterprises Inc. www.Loyola.com2984 S. Lynnhaven Road, Suite 101Virginia Beach, VA. 23452Cell 757-718-0699757-498-6118 x10Fax 757-498-6110Loyola is an Equal Opportunity EmployerLoyola is a certified Service Disabled Veteran and Minority Owned Small Disadvantaged Business (SDVOSB, VOSB, MOSB and SDB)Job Type: Part-timePay: From $25.00 per hourApplication Question(s):<ul><li>Do you have Help Desk or Service Desk Experience?</li><li>Do you have experience using Remedy or a similar ticketing program?</li><li>Do you have experience in the use of portals or Learning Management systems (LMS)?</li><li>Do you have a Secret clearance?</li><li>Can you get an @mail.mil work email address. Cannot keep an existing @army, @navy, @usmc email.</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Security clearance:<ul><li>Secret (Required)</li></ul>Ability to Commute:<ul><li>Suffolk, VA 23435 (Preferred)</li></ul>Work Location: In person

Part Time JKO Help Desk (11AM - 11PM Sunday Only) (DOD Secret Clearance req)

PIVOT ELECTROMECHANICAL MAINTENANCE LLC

Job Summary:The Help Desk Operator for Electromechanical Maintenance acts as the first point of contact for all maintenance-related inquiries, work requests, and incident reports. This role supports technicians and engineers by coordinating maintenance activities, tracking work orders, and ensuring timely communication between departments. The operator is responsible for efficiently logging, dispatching, and monitoring service requests related to electrical and mechanical systems, machinery, and building infrastructure.Key Responsibilities:<ul><li>Receive, log, and prioritize incoming maintenance requests (phone, email, system-based).</li><li>Assign work orders to appropriate electromechanical technicians based on urgency and availability.</li><li>Monitor the progress of work orders and provide updates to requesters.</li><li>Maintain accurate records in the Computerized Maintenance Management System (CMMS).</li><li>Coordinate with maintenance teams to ensure timely preventive and corrective maintenance.</li><li>Provide technical support by referencing manuals or past service records where applicable.</li><li>Escalate complex or critical issues to the appropriate engineering or supervisory staff.</li><li>Track inventory and notify procurement of required spare parts and materials.</li><li>Assist in generating daily, weekly, and monthly maintenance activity reports.</li><li>Support compliance with safety regulations and maintenance procedures.</li></ul>Requirements:Education &amp; Experience:<ul><li>High school diploma or equivalent required; technical diploma or coursework in electromechanics is a plus.</li><li>1&ndash;3 years of experience in a maintenance help desk, dispatch, or technical support role.</li><li>Familiarity with electromechanical systems, such as HVAC, pumps, motors, PLCs, and building systems.</li></ul>Skills &amp; Competencies:<ul><li>Strong communication and customer service skills.</li><li>Proficient in Microsoft Office and CMMS (e.g., SAP PM, Maximo, eMaint).</li><li>Basic understanding of mechanical and electrical terminology and systems.</li><li>Ability to work under pressure and manage multiple requests simultaneously.</li><li>Excellent organizational and time-management abilities.</li></ul>Preferred Qualifications:<ul><li>Experience in an industrial, manufacturing, or facilities maintenance environment.</li><li>Knowledge of maintenance workflows and KPIs (e.g., MTTR, MTBF).</li><li>Certification in maintenance management or technical support (e.g., CMRP, ITIL) is an asset.</li></ul>Job Type: Temporary Contract length: 1 monthPay: AED1,500.00 - AED2,000.00 per month

Helpdesk Operator

Blueprint Technologies

<div><h4 class="jobSectionHeader">Who is Blueprint?</h4>

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We're bold, smart, agile, and fun.

What does Blueprint do?

Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies.

Why Blueprint?

At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You'll focus on solving unique business problems while gaining hands-on experience with the world's best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you'll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won't find a better place to work and thrive than at Blueprint.

What will I be doing?

Blueprint is looking for a Customer Support Agent Bench Team (English fluency) to join us as we build cutting-edge technology solutions! We are looking for a professional Individual contributor that has a passion for helping better our end customer experience. They ensure a fast, accurate, and personalized service to our customers they support; this includes research, investigation and flawless resolution. The Customer Support Agent position is responsible for superior user support for our client's customers with a goal to exceed our client's expectations as well as the expectations of their users.

Duties/Responsibilities:
<ul>
<li>Deliver world-class customer service by following established departmental policies, processes, and standards</li>
<li>Manage and respond to customer support tickets submitted by our customers within the established SLA, client standards and performance guidelines for LOB with focus on first-call resolution.</li>
<li>Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to troubleshoot issues to help diagnose problems. Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.</li>
<li>May assist in the creation of knowledge base articles and help support development of team through active participation and collaboration to issue resolution</li>
<li>Coordinate internally with other teams as needed to provide feedback, identify/report trends and help resolve issues. May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries</li>
<li>Monitor client facing tools (MatterMost) and keep up with client updates and directives</li>
<li>Respond to customer help requests escalated from Tier 2 Agents and address the customer's needs, complaints, and other issues.</li>
<li>Employ critical thinking skills to make sound judgement calls and determine appropriate steps to make the best business decision for the client and user.</li>
<li>May collaborate with your manager to onboard new and existing agents into the Escalated Accounts space.</li>
<li>Be a champion of Blueprint's core values by amplifying those behaviors in the day to day</li>
<li>May be assigned to assist in other ticket queues as needed</li>
<li>Additional duties and special projects as assigned</li>
</ul>
Education and Experience:
<ul>
<li>One year or more customer service experience or equivalent required</li>
<li>Associates degree or equivalent or relevant experience. Bachelor's degree preferred</li>
<li>Comfortable using computers and can perform initial level troubleshooting of computer and network issues.</li>
<li>Some online game knowledge and experience preferred</li>
</ul>
Required Skills/Abilities:
<ul>
<li>Ability to maintain composure in stressful situations</li>
<li>Have a customer focus mindset - career orientation towards customer service.</li>
<li>Excellent verbal and written communication skills.</li>
<li>Written fluency in English languages</li>
<li>Excellent interpersonal and customer service skills.</li>
<li>Excellent organizational skills and attention to detail.</li>
<li>Excellent time management skills with a proven ability to meet deadlines.</li>
<li>Strong problem-solving skills.</li>
<li>Ability to function well in a high-paced and at times stressful environment.</li>
<li>Proficient with Microsoft Office Suite or related software.</li>
<li>Ability to maintain client productivity standards</li>
</ul>
Preferred Qualifications:
<ul>
<li>Knowledge of Accounts tickets</li>
<li>Ability to troubleshoot Accounts ticket issues independently and as a collective</li>
</ul>
Compensation Information

At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market.

For candidates based in Washington State, the anticipated salary range is $23.00 to $25.50 USD/hour. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate's qualifications and could fall outside the stated range. 


Equal Opportunity Employer

Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.

If you need assistance or a reasonable accommodation to complete the application process, please reach out to: recruiting@bpcs.com

Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:
<ul>
<li>Medical, dental, and vision coverage</li>
<li>Flexible Spending Account</li>
<li>401k program</li>
<li>Competitive PTO offerings</li>
<li>Parental Leave</li>
<li>Opportunities for professional growth and development</li></ul> 


Essential Functions:

Availability:
<ul>
<li>Must work a hybrid schedule, two in-office days per week in alignment with the organization's work-from-home policy.</li>
<li>Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.
</li></ul>Physical Requirements:
<ul>
<li>Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.</li>
<li>Ability to sit at a workstation for extended periods, engaging with content on a monitor.</li>
<li>Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.</li>
</ul>
Communication and Collaboration:
<ul>
<li>Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients.</li>
<li>Role may require the ability to communicate in written form other languages as specified based on engagement requirements.</li>
<li>Openness to receiving constructive feedback and maintaining courtesy in interactions.</li>
</ul>
Independent Judgment and Time Management:
<ul>
<li>Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.</li>
</ul>
Accessibility Accommodations:
<ul>
<li>Reasonable accommodations may be made to enable individuals with disabilities to perform the job.</li>
</ul>
FLSA - Job Classification: Non-Exempt - Hourly, Full Time Position

Location: Hybrid (Work from home and in-office located in Bellevue, WA)</div>

Customer Support Agent - (Bench Team)

Atos

<div>
 
 About Atos
 
 
 
 The future is our choice
 
 
 Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of &euro; 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic &amp; Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.
 
 
 The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Receiving incoming incidents and requests, logging them into tickets and resolving them in the appropriate timeframe.
 </li>
 <li>
 End user support (user management, mobile device support, laptop support, enterprise application support, software support)
 </li>
 <li>
 Hardware installation, transportation, addition, modification, replacement, and de-installation activities.
 </li>
 <li>
 Hardware Failure/Repair and Warranty periods.
 </li>
 <li>
 Liaise with Local/Global IT Teams as required to resolve failures, keeping the customer fully informed of next steps.
 </li>
 <li>
 Resolve IT issues when appropriate and in accordance with Help Desk policy.
 </li>
 <li>
 Manage relationships with third party vendors and follow up on requests submitted to these third parties.
 </li>
 <li>
 Coordinate referrals to appropriate technical, professional, or service personnel.
 </li>
 <li>
 Receive and prioritize issues and escalate using appropriate escalation procedures.
 </li>
 <li>
 Provide functional or task leadership.
 </li>
 <li>
 Coordinates special projects and system upgrades.
 </li>
 <li>
 Inform customers and/or management on the status of resolution efforts.
 </li>
 <li>
 Recommend system or process improvements, including procedures, training and improved documentation.
 </li>
 <li>
 To follow up on Hardware Lifecycle Management (Asset Management).
 </li>
 <li>
 Comply with physical and logical security requirements and report deficiencies.
 </li>
 <li>
 All other duties as assigned.
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Excellent English communication skills,
 </li>
 <li>
 Vocational Diploma/Short Course Certificate, bachelor&rsquo;s degree/University Degree in any field,
 </li>
 <li>
 At least 1 year experience,
 </li>
 <li>
 Strong analytical and problem-solving skills,
 </li>
 <li>
 Team-oriented with the ability to learn and act independently,
 </li>
 <li>
 Adaptable to established standards of practices,
 </li>
 <li>
 Excellent communication skills, both verbal and written,
 </li>
 <li>
 Excellent customer service skills, keeping the &ldquo;Customer First&rdquo; in all activities and communications,
 </li>
 <li>
 Eagerness to work in a global and multi-cultural, international team,
 </li>
 <li>
 A passion to implement, secure, maintain, and automate complex systems,
 </li>
 <li>
 Ability to think quickly and respond when things do not go as planned,
 </li>
 <li>
 Candidates with Enterprise/Network Operations Center, IT Service/Help Desk, etc. experience will be preferred.
 
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 GPTW Certified Company
 
 
 Work from home most of the time as our customers are located all around the world
 
 
 
 Competitive Compensations And Benefits
 
 
 
 Flexible Benefit Program
 
 
 Private Health Insurance
 
 
 Life Insurance
 
 
 Performance Bonus
 
 
 Accolade Bonus
 
 
 Referral Bonus
 
 
 Transportation Allowance
 
 
 Meal Allowance
 
 
 Kindergarten Allowance
 
 
 Buddy Program
 
 
 Flexible working hours at Atos or home office
 
 
 Company SIM Card
 
 
 Days of annual leave above the legal minimum
 
 
 Atos University Access &ndash; Professional and personal development through continuous education and certification
 
 
 Wellbeing Days
 
 
 Friendly Working Environment
 
 
 BYOD - Bring Your Own Mobile Device Campaign
 
 
 Here at Atos, we want all our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all our employees have an equal opportunity to contribute and feel that they are exactly where they belong.
 
 
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1st Level Service Desk Agent

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