Support Center Agent - Modesto, CA

Job Summary: The Support Center Agent’s role is to ensure issues are acknowledged and resolved in a timely manner for internal customers’ IT related issues. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostic tools and or escalation to the next level of support. Responsibilities: Answers all types of requests to the Support Center from multiple communication channels. Creates and assigns tickets appropriately after obtaining all needed information to address the issue Contacts IT users to triage, gather needed information, and resolve any issue they can before assigning tickets to the next level for support Monitors the Support Desk queue for timely completion of issue tickets, follows up on calls if needed, and ensures satisfactory issue resolution with our customers. Performs other help desk duties as assigned