Overview
The Service Desk Agent serves as a single point of contact for Client users, providing support for authorized IT devices, platforms, resources, services, and systems used for business operations. Working as part of the Service Desk team, this role delivers timely troubleshooting, issue resolution, and ticket routing for technical incidents and requests through phone, chat, walk-up support, and other service channels.
The position focuses on delivering exceptional customer service, maintaining ticket accuracy, meeting service level expectations, and supporting end users through established IT support processes and knowledge resources.
Core Responsibilities
• Respond courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned support channels.
• Utilize ServiceNow to manage incidents and requests throughout the full ticket lifecycle.
• Contribute to achieving Service Desk metrics, targets, and performance goals.
• Follow established IT policies and documented processes, including Incident Management, Request Fulfillment, and Knowledge Management.
• Utilize Knowledge Base articles to analyze, troubleshoot, resolve, or route technical incidents and service requests, while providing feedback to improve documentation.
• Engage with vendor technical support teams to facilitate resolution of third-party service issues.
• Maintain tickets within established processes and service level agreements, ensuring timely updates, troubleshooting documentation, and communication records.
• Proactively communicate with end users through phone, chat, and email to provide updates and manage expectations.
• Coordinate customer scheduling and follow-up activities.
• Monitor support queues and take action to resolve or route tickets appropriately.
• Escalate broader issues impacting users or team operations to leadership.
• Collaborate with teammates to share information, knowledge, and best practices.
• Complete required administrative tasks accurately and on time.
• Answer, respond to, and route corporate calls as needed.
Essential Qualifications, Skills, and Technologies
• High School Diploma or GED required.
• Minimum of 2 years of IT Helpdesk or Service Desk experience.
• Strong time management skills with the ability to maintain schedules, multitask, complete assignments, and meet deadlines in a fast-paced environment.
• Customer service experience, preferably within a call center environment.
• Strong technical aptitude with computers and mobile devices.
• Excellent organizational and planning skills with the ability to manage changing priorities.
• Strong interpersonal skills, including empathy, patience, and clear communication.
• Self-motivated with the ability to work effectively in a team environment.
• Strong attention to detail, positive attitude, and professional work ethic.
• Fluency in English with the ability to read, write, and comprehend effectively.
Preferred Skills or Experience
• Associate degree in Information Technology or a related professional certification.
• Experience supporting Microsoft technologies, including Windows 11, Microsoft 365, and Microsoft Teams.
• Experience with call management platforms such as Finesse or similar tools.
• Quality assurance and documentation experience.
• Familiarity with Microsoft Azure.
• Active Directory administration experience.
• Experience resolving Microsoft Outlook issues, including mail file size and .ost data file concerns.
• Experience troubleshooting Windows-related issues including monitor displays, printing, and connectivity.
• Experience configuring and distributing corporate mobile devices.
• Experience troubleshooting Cisco VPN and Pulse Secure clients.
• Experience supporting Citrix connectivity.
• Experience remediating Symantec Endpoint Protection issues.
• Experience using LogMeIn or similar remote support tools.
• Experience with MEMC software deployment.
• Asset management experience.
• Experience supporting Microsoft Edge and Google Chrome.
• Experience installing and configuring Adobe products and other software applications.
• Experience troubleshooting and installing printers and printer drivers.
• Experience with ServiceNow or similar ticket management tools.
• Experience utilizing knowledge base resources for issue resolution.
Work Details
• Schedule: Monday through Friday, 8:00 AM to 5:00 PM. Multiple shifts may be required based on business needs.
• Overtime is not anticipated.
• Candidates must adhere to performance, attendance, and operational expectations established for Service Desk personnel.
• Travel up to 10% may be required to support designated Solutions Bar locations within the Client's service area.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
