Service Desk Representative

Posted: 02/11/2020

ESG currently has available a full-time position for a Service Desk Representative in our Vermillion, SD, office location. Tasks include returning client calls, answering the phone for inbound client support calls, and updating/managing trouble tickets.

On-the-job training is provided on the technical aspects of the job which will (over time) include remotely assisting clients via desktop connection software, documenting solutions and processes, and responding to e-mails. Additionally, there are opportunities to implement new solutions, collaborate with vendors, and advise clients on technology best practices. This is a client-facing role, with exposure daily to end-user questions, network/desktop troubleshooting, and the opportunity to both learn and apply new skills.

A typical day for an SDR may involve a morning meeting with the Remote Support Engineering Team and Client Coordinator to discuss open tickets and priorities, followed by time spent working with clients both over the phone and over remote connections to their environments. Occasionally a SDR may visit a client site during project efforts or to continue a ticket they began remotely. The role is ideal for an individual who enjoys solving problems, is starting their career in Information Technology, and is passionate about customer service.