Service Desk Agent Position

Corning•Painted Post, NY

6d•Hybrid

About The Position

To provide support of authorized IT Devices for business use in connection with Corning IT platforms, resources, services, and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support. Support channels include, phone, chat and walk-up.

Requirements

A minimum of 2 year of IT Helpdesk or Service Desk experience
Time management. Ability to meet and keep a schedule.
Ability to multitask, complete tasks and meet deadlines in a fast-paced environment
Customer service experience, preferably in a call center environment
Strong work ethic with an attention to detail and a positive attitude
Self-starter, able to work in team environment and motivate others
Strong technical abilities, including knowledge and skill with computers and mobile devices
Strong organization, and planning skills, with ability to handle changing priorities
Interpersonal skills, empathy, patience, and ability to communicate clearly
Must be fluent in English, with the ability to read, write, and comprehend

Nice To Haves

Microsoft-based applications, with emphasis on Windows 11, Microsoft O365, Teams, etc.
Experience with call management software such as Finesse or similar
Quality / documentation experience
Familiarity with Microsoft Azure.
Active Directory Administration
Experience resolving Outlook issues such as mail file size and data files (.ost)
Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.
Configuration & distribution of corporate mobile devices
Troubleshooting Cisco VPN and Pulse clients
Facilitating Citrix connectivity
Remediating Symantec Endpoint Protection
LogMeIn remote connection/utilization or similar tool
MEMC Deployment of software
Asset management skills
Edge and Google Chrome support
Installation/configuration of various Adobe products /Software
Printer/driver troubleshooting & installation
ServiceNow or similar ticket management tool
Knowledge base utilization

Responsibilities

Responds courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
Effectively use ServiceNow to manage tickets throughout their lifecycle.
Contribute towards meeting or exceeding SD metrics, targets and goals.
Follows all Corning IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.
Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.
Interact with vendor technical support to ensure effective resolution of 3rd party services.
Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams.
Proactively initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.
Customer scheduling/follow-ups
Monitor the queue and action or route tickets.
Inform leadership of broader issues impacting users or the team
Interact with teammates throughout the day to share information and knowledge.
Fulfill all administrative requirements on-time
Answer, respond to and route Corporate Calls as needed