Service Desk Agent - Onsite 11:00AM - 7:00PM

Join a dynamic and customer-focused IT team where every day brings new challenges and opportunities to make a difference. As an Service Desk Agent, you'll serve as the first line of support-diagnosing issues, guiding users through solutions, and ensuring seamless technology experiences. Your problem-solving skills, attention to detail, and commitment to great service will help keep our systems running smoothly and our users confident and productive.

Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better.

Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what's possible.

We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.

Watch this video to see more of what sets Starkey apart: https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6

JOB SUMMARY DESCRIPTION

Are you ready to embark on a journey where every interaction is an opportunity to make a difference? Join our Service Desk Team and become the frontline hero in delivering exceptional technical support to our customers. As an integral member of our team, you'll play a pivotal role in ensuring the seamless operation of our IT systems while providing personalized assistance that leaves a lasting impression. If you're passionate about problem-solving, thrive in a dynamic environment, and are dedicated to delivering outstanding customer service, we want you on our team. Take the first step towards an exciting career where your skills and expertise are valued, and together, let's redefine the standard for service excellence!

JOB RESPONSIBILITIES

As an Service Desk Agent, your responsibilities include:

• Providing technical assistance to customers over the phone, Agent Chat, or through service desk ticketing system.
• Perform remote diagnostics and ask targeted questions to assess user issues effectively.
• Identify the best solutions based on issue type, user role, and system impact.
• Guide users through step-by-step troubleshooting procedures and document resolutions thoroughly.
• Escalate complex or unresolved issues to appropriate Tier 2 or Tier 3 support teams.
• Maintain accurate and detailed records of incidents and resolutions within the ticketing system (e.g., ServiceNow).
• Proactively follow up with users to ensure issues are resolved and customer satisfaction is achieved.
• Document, maintain, and improve Knowledge Base articles for both internal IT teams and end users.
• Gather and relay user feedback to improve systems, processes, or documentation.
• Identify and suggest improvements to support procedures and workflows.
• Perform additional IT support tasks as assigned.

JOB REQUIREMENTS

Education

• 1-2 Years college, trade school, or equivalent training required. Emphasis in Information Technology a plus.

Experience

• 1+ Years of experience in a customer support role
• 1+ Years of experience in troubleshooting and supporting hardware and software required.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) a plus.

Knowledge / Technical Requirements

• Familiarity with Microsoft Office 365
• Experience supporting common desktop software and SaaS tools.
• Familiarity with Windows, Macintosh, mobile operating systems and
• Familiarity with PC hardware, printers, scanners and network
• Familiarity with tracking or ticketing systems (e.g., ServiceNow)

Competencies, Skills & Abilities

• Customer Service: Ability to provide prompt and courteous IT support to all users, both remotely and on-site, via phone, and Teams chat. Ability to handle difficult customers and resolve conflicts effectively.
• Business awareness: Understanding the business environment and how IT support impacts business operations and outcomes is crucial. This helps you prioritize IT issues based on their impact and urgency.
• Empathy: Being empathetic towards customers and understanding their concerns can help you provide better customer service
• Analytical thinking: The ability to analyze information and identify patterns can help you diagnose and resolve technical issues more efficiently.
• Patience: Patience is key when dealing with customers who may be frustrated or upset. It helps you remain calm and focused while providing support.
• Collaboration: Working well with others and collaborating with other teams can help you resolve complex issues more effectively.
• Willingness to learn: The IT industry is constantly evolving, and keeping up with new technologies and trends is essential. A willingness to learn and adapt can help you stay ahead of the curve.
• Flexibility: Being flexible and adaptable can help you handle unexpected situations and changing priorities.
• Multitasking: The ability to multitask and manage multiple issues simultaneously can help you provide faster and more efficient support.
• Attention to detail: Paying attention to details and recording events and problems accurately can help you provide better support and identify recurring issues.
• Communication skills: Excellent communication skills, both verbal and written, are essential for providing effective support and building strong relationships with customers.
• Independence: Able to work unsupervised in the office.

Salary and Other Compensation:

The annual hourly rate for this position is between $18.14 - $25.24 per hour. Factors which may affect starting pay within this range may include: geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for a bonus based upon performance results. There is no guarantee of payout.

Benefits: The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, 6 paid holidays annually, 2 floater days annually, 1 volunteer service day annually, paid paternity leave, and tuition reimbursement.

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