Service Desk Agent

Computer Task Group, Inc•Painted Post, NY

2d•Onsite

About The Position

Join a fast-paced IT Service Desk team providing first-level technical support to end users across multiple communication channels, including phone, chat, walk-up support, and ticketing systems. The Service Desk Agent serves as the primary point of contact for IT support requests, delivering exceptional customer service while troubleshooting hardware, software, mobile device, and application issues. This role requires strong technical aptitude, bilingual communication skills (English/Spanish), and the ability to thrive in a collaborative, customer-focused environment.

Requirements

Minimum of 2 years of IT Help Desk or Service Desk experience.
Fluent in Spanish and English, with strong verbal and written communication skills.
Excellent customer service skills, preferably in a call center or technical support environment.
Strong troubleshooting skills for Windows PCs, laptops, mobile devices, and Microsoft applications.
Experience supporting Microsoft Windows 11, Microsoft 365, Outlook, Teams, and Office applications.
Working knowledge of ServiceNow or similar ticket management system.
Experience with Active Directory administration and Microsoft Azure.
Familiarity with VPN connectivity, Citrix, Outlook troubleshooting, browser support, Adobe applications, printers, and remote support tools.
Strong organizational, multitasking, and time management skills.
Self-motivated with excellent problem-solving abilities and attention to detail.
Ability to work effectively in a team-oriented, fast-paced environment.

Nice To Haves

Associate degree in Information Technology or related field, or equivalent IT certification preferred.
Experience with software deployment and IT asset management is preferred.

Responsibilities

Provide first-level technical support via phone, chat, walk-up, and ticketing systems.
Troubleshoot and resolve hardware, software, account, and mobile device issues or escalate as appropriate.
Manage incidents and service requests using ServiceNow or similar ITSM platform.
Maintain accurate ticket documentation and provide timely updates to users.
Meet established service level agreements (SLAs), quality standards, and customer satisfaction goals.
Utilize knowledge base articles and contribute feedback to improve documentation.
Coordinate with internal IT teams and third-party vendors to resolve technical issues.
Monitor service queues, prioritize requests, and route tickets appropriately.
Communicate proactively with users regarding issue status and resolution.
Collaborate with teammates to improve service delivery and knowledge sharing.
Complete administrative tasks and documentation accurately and on time.
Support incoming corporate call routing when required.