Technical Support Agent


Virteva Golden Valley , MN 55416

Posted Today

Imagine This

You are at work and you are unable to access a PowerPoint presentation that you prepared for your meeting with upper management. You call technical support and the person who answers is knowledgeable, calm, and empathetic to your situation. The person walks you through how to re-gain access to your presentation. You are able to finish your edits and you have the confidence to go rock your presentation.

Now, imagine that you are the person who took that call. Are you the exceptional Service Desk Analyst were seeking?

Your Role on Our Team

  • Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
  • Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
  • Document all customer interaction with high attention to detail and accuracy
  • Update all tickets according to Service Level Agreements (SLA)
  • Understand and follow Virtevas Delivery Process: incident management, problem management and change management
  • Recognizing and escalating more difficult problems
  • Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
  • Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
  • Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
  • Other duties as assigned

What You Bring to Our Team

  • Experience in a technical support or customer service role preferred
  • Bachelors degree, technical degree or certifications preferred
  • Working knowledge of a variety of technologies including, but not limited to: Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologies
  • Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware
  • Possess an energetic, self-starting mentality with value placed on integrity
  • Ability to work as an effective team member with the Virteva team, partners and internal staff
  • Strong English communication skills, both written and verbal
  • Ability and desire to learn new technologies as mutually defined
  • Ability to prioritize multiple tasks, anticipate situations, and take quick action
  • Ability to type at a speed of 40 words per minute or faster

Perks of Joining Our Team

  • Competitive compensation package
  • Collaborative, high energy work environment
  • Virteva University Program
  • Certification Reimbursement Program
  • Strong emphasis on career development and promotion from within

Virteva is an equal opportunity employer and a drug-free workplace.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

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Technical Support Agent