IT Service Desk Agent

Overview

Client is seeking a Service Desk Agent to provide frontline IT support for authorized business devices, IT platforms, services, systems, and user requests. This role serves as a single point of contact for the user community through phone, chat, walk-up support, and incoming tickets.

Core Responsibilities

• Respond courteously and promptly to user phone calls, live chats, incoming tickets, walk-up requests, and other assigned service channels.
• Use ServiceNow to manage tickets throughout their lifecycle.
• Support service desk metrics, targets, and goals.
• Follow IT policies and documented processes, including Incident Management, Request Fulfillment, and Knowledge Management.
• Use Knowledge Base articles to analyze, troubleshoot, resolve, or route technical incidents and service requests.
• Provide Knowledge Base feedback to improve support documentation.
• Work with vendor technical support to help resolve third-party service issues.
• Maintain tickets according to process requirements and established SLAs.
• Document troubleshooting steps, user communications, vendor updates, and escalation activity.
• Proactively communicate with end users by phone, chat, and email to manage expectations.
• Monitor the queue and action or route tickets as needed.
• Support customer scheduling and follow-ups.
• Inform leadership of broader issues impacting users or the team.
• Share information and knowledge with teammates throughout the day.
• Complete administrative requirements on time.
• Answer, respond to, and route corporate calls as needed.

Essential Qualifications, Skills, and Technologies

• Minimum of 2 years of IT Helpdesk or Service Desk experience.
• High School Diploma or GED.
• Customer service experience, preferably in a call center environment.
• Strong technical ability with computers and mobile devices.
• Ability to meet and keep a schedule.
• Ability to multitask, complete tasks, and meet deadlines in a fast-paced environment.
• Strong organization and planning skills.
• Ability to handle changing priorities.
• Strong attention to detail.
• Ability to work in a team environment.
• Strong interpersonal skills, empathy, patience, and clear communication.
• Fluent in English with the ability to read, write, and comprehend.

Preferred Skills or Experience

• Associate degree in IT or related professional certification.
• Microsoft-based application support, including Windows 11, Microsoft O365, and Teams.
• Experience with call management software such as Finesse or similar tools.
• Quality or documentation experience.
• Familiarity with Microsoft Azure.
• Active Directory administration.
• Outlook troubleshooting, including mail file size and data files.
• Windows troubleshooting, including monitor display issues, printing, and connectivity.
• Configuration and distribution of corporate mobile devices.
• Cisco VPN and Pulse client troubleshooting.
• Citrix connectivity support.
• Symantec Endpoint Protection remediation.
• LogMeIn remote connection utilization or similar remote support tools.
• MEMC software deployment.
• Asset management.
• Edge and Google Chrome support.
• Adobe product installation or configuration.
• Printer and driver troubleshooting and installation.
• ServiceNow or similar ticket management tools.
• Knowledge Base utilization.

Work Details

• In-office position and/or hybrid rotation.
• Hybrid expectation is onsite 3 days per week and remote 2 days per week.
• Schedule determined by team.
• Monday–Friday, 8:00 AM–5:00 PM, or multiple shifts as needed.
• Overtime is not anticipated.
• Assignment through EOY with possibility of extension based on demand.
• One-round, 30-minute video panel interview.
• Travel: 0–10%; may require travel to Solutions Bar location within Valley when scheduled.