Technical Support Representative

Computer Task Group, Inc•Painted Post, NY

18h•Hybrid

About The Position

Provide exceptional technical support while serving as the first point of contact for end users. In this hybrid Service Desk role, you'll troubleshoot hardware, software, and mobile device issues, manage incidents through ServiceNow, and deliver outstanding customer service across phone, chat, and walk-up support channels. If you have strong technical troubleshooting skills, enjoy solving problems, and thrive in a fast-paced environment, this is an excellent opportunity to join a Fortune 500 organization.

Requirements

Minimum of 2 years of IT Help Desk or Service Desk experience.
Excellent customer service and communication skills.
Experience supporting Windows 11, Microsoft 365, Outlook, and Teams.
Working knowledge of Active Directory, Microsoft Azure, and ServiceNow (or similar ITSM platform).
Experience troubleshooting Windows desktops, printers, Outlook, VPN connectivity, and enterprise applications.
Ability to multitask and prioritize work in a fast-paced support environment.
Strong organizational skills, attention to detail, and problem-solving abilities.

Nice To Haves

Experience with remote support tools and mobile device support is preferred.
ServiceNow administration or advanced ticket management experience.
Active Directory user administration.
Microsoft Azure familiarity.
Cisco VPN and Citrix support.
Software deployment and endpoint management.
Printer installation and troubleshooting.
Asset management and inventory tracking.
Knowledge base documentation and process improvement experience.

Responsibilities

Serve as the first point of contact for IT support via phone, chat, walk-up, and ticketing systems.
Diagnose, troubleshoot, and resolve hardware, software, network connectivity, and mobile device issues.
Manage incidents and service requests using ServiceNow while meeting established SLAs.
Escalate complex issues to specialized support teams and coordinate resolution.
Maintain accurate documentation of troubleshooting steps, customer communications, and ticket updates.
Utilize knowledge base articles to resolve issues efficiently and recommend documentation improvements.
Support Microsoft Windows 11, Microsoft 365, Outlook, Teams, Active Directory, Azure, VPN clients, Citrix, printers, browsers, and enterprise applications.
Configure and support corporate laptops, desktops, mobile devices, and peripherals.
Monitor ticket queues, prioritize requests, and provide timely customer follow-up.
Collaborate with teammates, vendors, and IT support groups to ensure excellent customer service and continuous improvement.