Technical Support Representative

• 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., * No third party resumes will be accepted.
• Drug testing and/or other employment-related inquiries may be conducted.
• CTG will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
• All interested individuals MUST be able to work on a W2 tax basis (no C2C or third-party vendors).
• CTG is an Equal Employment Opportunity employer.
• CTG is an E-Verify Company.

Education: High School Diploma/GED required; Associate degree in Information Technology or related field, or equivalent professional certification, preferred.

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., * 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.
• Experience with remote support tools and mobile device support is preferred.

Preferred Experience

• 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.

CTG, a Cegeka company, delivers IT and business solutions that enhance clients' digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years' experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries. Together, we shape what's next-working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you'll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws. CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.