Service Desk Agent
Computer Task Group, Inc•Charlotte, NC
•Onsite
About The Position
The Service Desk Agent provides technical support for authorized IT devices, platforms, resources, services, and systems. As part of the Service Desk team, this role serves as a single point of contact for users, providing timely troubleshooting and resolution of common technical issues and requests or routing tickets to specialized support teams. Support is provided through phone, chat, walk-up, and ticketing channels.
Requirements
- Minimum of 2 years of IT Help Desk or Service Desk experience.
- Strong customer service skills, preferably in a call center or technical support environment.
- Strong technical aptitude with computers and mobile devices.
- Experience with ServiceNow or a similar ticket management system.
- Working knowledge of Windows 11, Microsoft 365, Teams, Outlook, Edge, and Google Chrome.
- Experience troubleshooting Windows, connectivity, VPN, printing, monitor/display, and application issues.
- Strong organization, time management, multitasking, and problem-solving skills.
- Ability to manage changing priorities and meet deadlines in a fast-paced environment.
- Strong interpersonal, communication, empathy, and customer service skills.
- Detail-oriented, dependable, self-motivated, and able to work effectively as part of a team.
- Fluent in English, with the ability to read, write, and comprehend effectively.
Nice To Haves
- Microsoft Azure and Active Directory.
- Call management software such as Cisco Finesse or similar.
- Outlook mail file and data file troubleshooting, including OST issues.
- Corporate mobile device configuration and distribution.
- Cisco VPN and Pulse Secure troubleshooting.
- Citrix connectivity and troubleshooting.
- Endpoint protection remediation.
- Remote support tools such as LogMeIn or similar.
- MEM/endpoint software deployment.
- IT asset management.
- Printer and driver installation and troubleshooting.
- Adobe product installation and configuration.
- Knowledge base utilization and technical documentation.
Responsibilities
- Respond courteously and promptly to user calls, live chats, tickets, and assigned service channels.
- Manage service tickets throughout their lifecycle using ServiceNow or a similar ticketing system.
- Troubleshoot and resolve common hardware, software, connectivity, printing, mobile device, and application issues.
- Follow established Incident Management, Request Fulfillment, Knowledge Management, and service desk procedures.
- Use knowledge base articles to troubleshoot and resolve incidents and requests; provide feedback to improve documentation.
- Maintain accurate ticket documentation, communications, troubleshooting steps, and resolution details while meeting established SLAs.
- Monitor service queues and appropriately action or route tickets to advanced support teams.
- Coordinate customer scheduling and follow-ups and proactively communicate status and expectations.
- Work with vendor technical support and other IT teams to resolve issues.
- Support Microsoft Windows, Microsoft 365, Teams, Outlook, browsers, Adobe products, VPN, Citrix, and other enterprise applications.
- Provide support for corporate mobile devices, printers, drivers, and software installations.
- Assist with asset management and software deployment activities.
- Escalate broader technical or service-impacting issues to leadership.
- Answer, respond to, and route corporate calls as needed.
- Collaborate with teammates to share technical information and knowledge while completing administrative requirements on time.
Benefits
- W2 contract assignment
- Pay Rate: Based on experience
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
