IT Service Desk Rep

Overview

Client is seeking a bilingual English and Spanish Service Desk Agent to provide front-line technical support for authorized IT devices, platforms, applications, and services. This role will serve as a primary point of contact for users through phone, live chat, ticketing, and walk-up support channels.

Core Responsibilities

• Respond promptly and professionally to user phone calls, live chats, incoming tickets, walk-up requests, and other assigned support channels.
• Troubleshoot and resolve common hardware, software, connectivity, mobile device, and application issues.
• Create, document, update, route, and close support tickets throughout their lifecycle.
• Use ServiceNow to manage incidents and service requests according to established processes and SLAs.
• Follow documented Incident Management, Request Fulfillment, and Knowledge Management processes.
• Use Knowledge Base articles to analyze, troubleshoot, resolve, or route technical issues.
• Document troubleshooting steps, user communications, resolutions, and follow-up actions accurately.
• Communicate proactively with users by phone, chat, and email to manage expectations.
• Monitor support queues and take ownership of assigned tickets.
• Coordinate customer scheduling and follow-up activities.
• Escalate broader technical issues affecting multiple users or the Service Desk team.
• Collaborate with teammates, vendors, and specialized IT support teams.
• Answer, respond to, and route corporate calls as needed.
• Support Service Desk performance, quality, attendance, and documentation requirements.

Essential Qualifications, Skills, and Technologies

• High school diploma or GED.
• Minimum of 2 years of IT Help Desk or Service Desk experience.
• Fluent in English, including the ability to read, write, speak, and comprehend.
• Fluent in Spanish, including the ability to read, write, speak, and comprehend.
• Customer service experience, preferably in a call center or high-volume support environment.
• Strong technical knowledge of computers and mobile devices.
• Experience troubleshooting common end-user hardware, software, connectivity, and application issues.
• Ability to manage multiple tickets, changing priorities, deadlines, and scheduled responsibilities.
• Strong documentation, organization, planning, and time-management skills.
• Clear communication skills with patience, empathy, and attention to detail.
• Ability to work independently and collaboratively in a team environment.

Preferred Skills or Experience

• Associate degree in information technology or a related professional certification.
• Experience with Windows 11, Microsoft 365, Office 365, Microsoft Teams, and Outlook.
• ServiceNow or similar ticket management system experience.
• Active Directory administration experience.
• Microsoft Azure familiarity.
• Experience resolving Outlook mail file size, data file, and .ost issues.
• Experience troubleshooting monitors, printers, drivers, connectivity, and Windows devices.
• Experience configuring and distributing corporate mobile devices.
• Cisco VPN, Pulse Secure, Citrix, or similar remote connectivity support.
• LogMeIn or similar remote-support tool experience.
• Microsoft Endpoint Configuration Manager software deployment experience.
• Asset management experience.
• Microsoft Edge and Google Chrome support experience.
• Adobe software installation and configuration experience.
• Call management software experience, including Finesse or similar tools.
• Knowledge Base utilization and technical documentation experience.

Work Details

• Hybrid position based in Painted Post, New York.
• Expected onsite schedule is 3 days per week with 2 remote days per week.
• Monday through Friday, typically 8:00 a.m. to 5:00 p.m.; shifts may change based on support needs.
• Assignment through the end of the year with the possibility of extension based on demand.
• Travel of 0–10% to a nearby Solutions Bar location when scheduled.
• One 30-minute video panel interview.