The Service Desk Agent performs and assists in all levels of support and maintenance of the Technical IS Devices throughout the entire AMCS Region, including but not limited to hardware and software Incidents/Service Requests.
The Service Desk Agent also maintains the equipment Inventory up to date through the Inventory Management software tools.ESSENTIAL DUTIES AND RESPONSIBILITIES:Responsibilities include day-to-day interaction with the operations team and supporting on existing or new infrastructure issuesProvide remote and/or on-site support for Hellmann standard software and hardware, through our different official communication channels, such as phone support, chat support, ITSM tool, among othersMonitor, document, and dispatch all incoming and existing tickets from our ITSM tool Service Desk queue, to make sure all of them are properly processed within the assigned SLAMonitor phone queue to ensure that all calls are attended, documented, and resolvedDocument all requests/incidents through the corresponding ITSM toolProvide OnCall Duty support as required by the business operationEnsure all computers in Americas region are patched daily, weekly or as service packs / OS builds are released following regional standards, supporting other countries during the same processEnsure all computers in Americas region are secured and virus free at all times following regional standards, supporting as well other countries during the same processConstantly check our IT Infrastructure Monitoring application and immediately escalate and report all hosts and/or services problems/alerts displayedMake proactive recommendations on devices upgrades and replacements when needed to maintain minimum thresholds for application performanceAssure 100% customer satisfactionDrive operational excellencePerform expected tasks on a timely manner without constant supervisionExpected to travel abroad for training and support when requiredResponsibilities also include supporting new site installations, office moves, upgrades, network cabling modifications if relocating the office or moving to new areaPerforms other duties as assigned following detailed instructionsDue to the nature of the job, it is required that the employee has availability and is able to transport by his/her own means to the office during and after business hours as required by the operation for the daily support and/or any projects or tasks assignedMust be flexible to adapt to different schedules within the same or different shifts as requiredAdditional tasks as assigned by the ManagerSUPERVISORY RESPONSIBILITIESThis position does not supervise any direct reports.
QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND EXPERIENCE:High School DiplomaBachelor degree (B.S.)
in Computer Science, or a related degree, or a minimum of two years of experience in PC troubleshooting in a Windows environment with Microsoft 365Basic knowledge of freight forwarding applications is a plusAt least one year of related experience requiredExcellent verbal and written communication skills in English and SpanishExcellent organizational skills and attention to detailProficient with Microsoft OfficeKNOWLEDGE, SKILLS & ATTRIBUTESSelf-confident, creative, innovativeCan work at all levels of the organization Can make something complex easy to understand Can move from strategic to detailed focus easily Willing to help; looks for solutions; coaches others in finding their own solutionsValues each person no matter their position, empatheticTeam oriented.
Willing to coach and receive coaching.
Willing to lead and to follow depending on the situation.
Eager to go above and beyond when needed to be successfulCurious and continuously looking for ways to learn and growCustomer-focusedOrganizational skillsPHYSICAL DEMANDSFrequently required to stand, and walkRegularly required to sit for extended periodsRegularly uses arms to reach, hands and fingers for computer and phone useSpeaking clearly and listening for heavy phone contactRequires close-up and computer screen distance vision abilityReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.WORK ENVIRONMENT The work environment characteristics are similar of those of an office setting with various office equipment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.