> Markdown version of [/jobs/ext/2421885-service-desk-agent-i](https://www.wearedevelopers.com/jobs/ext/2421885-service-desk-agent-i). 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). --- # Service Desk Agent I - **Company:** Charter Communications, Inc. - **Location:** Westborough, MA, United States - **Experience:** Starter - **Salary:** $43,680.0 - $49,920.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Android Software Development, Apple IOS, Microsoft Software, Electronic Medical Records, Information Technology, Cisco, User Identification, Server Operating Systems & Platforms - **Published:** August 15, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/88045657/1 ## About the Role * Associates Degree or 1 to 2 years equivalent work experience. * Optional Certifications: HDI, Microsoft, Cisco, CompTIA or ITIL v3.0 or v4.0. * Must have valid driver's license, clean driving record and personal means of transportation to travel for business. Experience: * Knowledge of basic computer hardware including CPU, RAM, HDD, Network Adapters, etc. * Extensive application support experience with Electronic Medical Record software. * Working knowledge of a range of diagnostic utilities, including remote control software. * Experience with smartphone, desktop and server operating systems, including Windows, Apple iOS, Android. * Familiarity with the fundamental principles of ITIL. * Exceptional written and oral communication skills. * Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. * Strong documentation skills. * Fluent in English. * Customer service experience. * Troubleshooting/problem solving experience. * Experience working in a team-oriented, collaborative environment. * Ability to conduct research into a wide range of computing issues as required. ## Description The Service Desk Technician I is responsible for: * Being a frontline technical support professional who receives and handles tickets. * Providing customers with information, restoring service, and escalating tickets to a higher level of support. * Good communication skills and the ability to take direction regarding incident resolution. * Having knowledge of IT systems, processes, and terminology. * Evaluating documented resolutions and analyze trends for ways to prevent future problems. * Alerting management to emerging trends in incidents. * Assisting in software releases and rollouts and communication to the end users. * Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. * Documenting all pertinent end user identification information, including name, department, contact information and nature of problem or issue. * Building rapport and elicit problem details from service desk customers. * Prioritizing and scheduling problems. * Escalating problem (when required) to the appropriately experienced technician. * Recording, tracking and documenting the service desk incident management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. * Applying diagnostic utilities to aid in troubleshooting. * Accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. * Identifying and learn appropriate software and hardware used and supported by the organization. * Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. * Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. * Testing fixes to ensure problem has been adequately resolved. * Performing post-resolution follow ups to help requests. * Developing help sheets and FAQ lists for end users. * Reinforcing SLAs to manage end-user expectations. * Participating in mandatory on-call rotation. ## Related Videos - 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