Service Desk Agent -IT Customer Support Rep II

• Provide technical support via phone, chat, walk-up, and ticketing system.
• Troubleshoot hardware, software, operating system, and application issues.
• Manage incidents and service requests from creation through resolution.
• Document troubleshooting steps and resolutions accurately in the ticketing system.
• Escalate complex technical issues to appropriate support teams.
• Meet established service levels, productivity goals, and customer satisfaction metrics.
• Utilize knowledge base documentation to resolve issues and recommend improvements.
• Communicate proactively with end users regarding ticket status and expectations.
• Coordinate customer scheduling and follow-up activities.
• Monitor ticket queues and ensure timely routing and resolution.
• Collaborate with teammates to share technical knowledge and best practices.
• Work with third-party vendors when necessary to resolve technical issues.
• Answer and route corporate calls as needed.
• Complete required administrative tasks accurately and on time.

The ideal candidate has strong troubleshooting skills, excellent communication abilities, and previous experience working in an IT Help Desk or Service Desk environment., * High School Diploma or GED required

• Associate degree in Information Technology or related field preferred
• Minimum 2 years of IT Help Desk or Service Desk experience
• Experience providing technical support in a professional environment
• Strong customer service skills, preferably in a call center or high-volume support environment
• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• Ability to multitask and prioritize in a fast-paced environment
• Self-motivated with a positive attitude and strong attention to detail
• Fluent in English (reading, writing, and speaking)

Preferred Technical Skills

Experience supporting or troubleshooting:

• Windows 11
• Microsoft 365 (Office 365)
• Microsoft Teams
• Outlook
• Active Directory
• Microsoft Azure
• ServiceNow or similar ticket management systems
• Cisco VPN
• Citrix
• Microsoft Endpoint Configuration Manager (MECM/SCCM)
• Mobile device configuration and deployment
• Printer installation and troubleshooting
• Adobe software installation and support
• Edge and Google Chrome
• Asset management
• Remote support tools (LogMeIn or similar)
• Endpoint protection software
• Knowledge base documentation
• Call management systems (Cisco Finesse or similar), * Excellent troubleshooting and analytical skills
• Strong customer-first mindset
• Ability to remain calm under pressure
• Team player with excellent interpersonal skills
• Ability to quickly learn new technologies and processes
• Strong documentation habits
• Commitment to providing outstanding technical support

3.63.6 out of 5 stars Painted Post, NY 14870 Hybrid work $19.00 - $20.35 an hour - Contract, * Standard schedule is Monday through Friday, though shift times may vary based on business needs.

• Minimal travel (up to 10%) may occasionally be required between nearby office locations.
• Opportunity for contract extension based on business needs and performance.