Help Desk Agent

**Help Desk Agent (IT OPS)**

Location: Remote

Shift: 3 shifts (rotational on monthly basis)

Experience: 3+ Years

**About Material**

Material is a modern marketing services firm powered by sophisticated analytics, deep human understanding and a specialized type of creativity, design thinking. Headquartered in LA, the company has grown consistently for nearly 50 years to 1200+ employees in 20 offices including NY, Chicago, San Francisco, Austin, and London. Material has actively acquired a portfolio of businesses to build a unique, integrated marketing services business with key capabilities in analytics, intelligence and experience for an array of top tier clients in entertainment, tech, retail, healthcare, and packaged goods.

Material is a global strategy, insights, design, and technology partner to companies striving for true customer centricity and ongoing relevance in a digital first, customer-led world. By leveraging proprietary, science-based tools that enable human understanding, we inform and create customer-centric business models and experiences + deploy measurement systems - to build transformational relationships between businesses and the people they serve.

**Overview**

The Material IT Help Desk provides excellent customer service and technical support to our employees. As a Help Desk Agent, you will be the first point of contact for our team members seeking technical assistance. You will be responsible for addressing a wide range of software, hardware, and network issues, ensuring that our employees have the tools and resources necessary to excel in their roles. Reporting to the Help Desk Manager, you will play a vital role in maintaining high levels of customer satisfaction and helping Material IT achieve its mission of People First.

**Responsibilities**:

- **Troubleshoot** and resolve software, and network issues for employees, including desktops, laptops, mobile devices, printers, and other peripherals
- **Escalate** complex issues to higher-level support as needed, ensuring effective communication and seamless handover
- **Document** and track support incidents in the ticketing system, maintaining accurate records for future reference and reporting
- **Maintain** a high level of customer satisfaction by providing timely, accurate, and empathetic support
- **Contribute** to the development and maintenance of the Self-Service Knowledge Base, creating and updating articles to empower users with self-help resources
- **Collaborate** with team members to identify trends and recurring issues, suggesting solutions for continuous improvement and proactive problem resolution
- **Assist** in the setup, configuration, and maintenance of new employee workstations, devices, and software, ensuring a smooth onboarding experience
- **Provide** support for remote employees, including VPN setup and troubleshooting
- Assist with IT asset management, including tracking, inventory, and disposal of hardware and software
- **Participate** in regular team meetings and training sessions to stay up-to-date on the latest technologies, tools, and best practices
- **Coordinate** with other IT teams, such as network administration and system administration, when required for issue resolution
- **Conduct** periodic user training sessions on new tools, software updates, and best practices to optimize technology usage
- **Perform** routine maintenance tasks, such as software updates, patches, and hardware health checks
- **Support** IT security initiatives by adhering to policies, reporting incidents, and educating users on best practices
- **Perform** other duties as assigned by the Help Desk Manager, demonstrating flexibility and adaptability in a dynamic work environment

**Requirements**:
**Education**:

- A bachelor’s or master’s degree in computer science, information systems, business administration or a related field, or equivalent work experience.

**Functional**:

- **Done it: 3**+ years' experience in IT advanced support topics - Well-versed in hardware, software, network, access, and customer success.
- **Know it**:Bachelor’s degree in a related field of study or equivalent commercial industry-certifiable experience
- **Show it**:Demonstrable experience in solving complex technical issues, working with US teams and supporting customer success.

**Competencies**:

- Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently
- Strong interpersonal skills with a customer-first mindset
- Ability to communicate effectively in English, both verbally and in writing
- Ability to work independently and as part of a team
- Comfortable working in a fast-paced, dynamic environment
- Willingness to learn and stay current with industry trends and best practices
- Detail-oriented and organized, with strong time management skills
- A positive attitude and commitment to delivering an exceptional customer experience
- Experience in US support role.