> Markdown version of [/jobs/ext/194399-it-service-desk-agent](https://www.wearedevelopers.com/jobs/ext/194399-it-service-desk-agent). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Agent - **Company:** Schluter Systems L.P. - **Location:** Plattsburgh, NY, United States - **Salary:** $52,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** System Configuration, Issue Tracking Systems, Software Deployment, Information Technology - **Published:** May 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3619ad1214509371 ## About the Role Do you have experience in Ticketing system technical support?, Do you have a Associate's degree?, * Associate degree (preferred) * Basic ITIL Certification a plus * 1 year minimum experience supporting desktops, applications and mobile device * Broad knowledge of the IT service features of the portfolio and their use in the company * Ability to adhere to processes, policies, and procedures. * Experience with basic technical administration of IT Technologies Experience working in a support focused environment. * Strong time management for balancing multiple tickets and prioritizing urgent tasks. * Ability to listen actively and explain technical topics in an easy-to-understand way * Fluent in the English language (both written and spoken). * Team and solution oriented. * An effective collaborator and contributor. * Self-motivated and able to take initiative. * Able to establish and maintain positive working relationships and customer support. Able to prioritize and handle multiple tasks simultaneously. ## Description As part of a global IT Team, the IT Service Desk Agent acts as the single point of contact for end users, applying customer service and technical skills to document, manage and fulfill user requests. This position plays a key role in supporting the IT team in exceeding business expectations while providing support across a wide range of IT services. In addition to gathering information through user conversation the Service Desk Agent applies a close attention to detail while documenting, scoping, and prioritizing tasks prior to escalation to further lines of support. Additional responsibilities of this role include configuring and deploying assets, managing IT inventory, deploying software to workstations, providing remote and deskside support, and maintaining a knowledge base with the support of their team., * Act as the primary point of contact for end users and first response for IT service operation issues and requests. * Prioritize and escalate issues based on urgency and business impact. * Deliver professional support with a customer-focused approach * Maintain an acceptable first call resolution rate and minimize downtime & disruptions for end users * Support IT service operation governance through ticket ownership. * Develop and maintain a knowledge base and deliver relevant training. * Advocate for and support ITSM processes and procedures. * Adhere to IT security policies and guidelines * Contribute to continual improvement activities by providing feedback and required support. * Maintain an accurate IT asset inventory. Register, track and manage IT assets * Promote best practice and security awareness. * Triage requests for type, severity, and appropriate support team. * Provide 1st level support for service operation tickets. * Procure and manage local IT assets. Provide consistent communication regarding ticket status to end users. * Provision, deploy, and exchange end points in local environment ## Related Videos - [Flexibility is Key: Unlocking the Advantages of Versatile Software Solutions for Strategic Innovatio](https://www.wearedevelopers.com/videos/1943-flexibility-is-key-unlocking-the-advantages-of-versatile-software-solutions-for-strategic-innovatio) - [Enterprise Linux as Container Images](https://www.wearedevelopers.com/videos/1610-enterprise-linux-as-container-images) - [100 times more frequent deployments: How did we create a high performance team?](https://www.wearedevelopers.com/videos/1069-100-times-more-frequent-deployments-how-did-we-create-a-high-performance-team) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [From Space to Software: Reliability Lessons 40 Years After Challenger](https://www.wearedevelopers.com/videos/100283-from-space-to-software-reliability-lessons-40-years-after-challenger) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria)