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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # D&IT Coordinator, Service Desk - **Company:** Corning - **Location:** Painted Post, NY, United States - **Experience:** Experienced - **Salary:** $48,691.0 - $66,951.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Microsoft Azure, Microsoft Outlook, Collaborative Software, System Configuration, Desktop Computing, Web Browsers, Infrastructure as a Service (IaaS), Issue Tracking Systems, Virtual Private Networks (VPN), Knowledge Management, Virtual Desktops, Citrix Systems, Microsoft PowerPoint, Queue Management Systems, Remote Access Technology, Remote Service Software, Microsoft SharePoint, Cisco WebEx, Enterprise Software Applications, Office365, Information Technology, Cisco, Servicenow - **Published:** November 7, 2026 - **Apply:** https://corningjobs.corning.com/talentcommunity/apply/1448656800/?locale=en_US ## About the Role * Associate degree preferred, or equivalent experience. Work Experience * 2-5 years of experience in a Help Desk, Service Desk, or Technical Support environment., * Time management. Ability to meet and keep a schedule. Ability to multitask, complete tasks and meet deadlines in a fast-paced environment * Customer service experience, preferably in a call center environment * Strong work ethic with an attention to detail and a positive attitude * Self-starter, able to work in team environment and motivate others * Strong technical abilities, including knowledge and skill with computers and mobile devices * Strong organization, and planning skills, with ability to handle changing priorities * Interpersonal skills, empathy and patience, able to communicate clearly and influence * Must be able to read, understand and apply written instructions in English Desired Technical Skills * Experience troubleshooting Microsoft Windows operating systems and desktop issues * Experience supporting Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint * Experience troubleshooting Outlook email and calendar issues * Experience supporting macOS devices * Experience with Active Directory account administration and management * Experience supporting iPhone and Android mobile devices * Experience with VPN and remote access solutions * Experience supporting Citrix and virtual desktop environments * Experience with endpoint security tools * Experience using remote support tools * Experience supporting Chrome, Edge, and other web browsers * Familiarity with Microsoft Azure (IaaS) * Experience installing, configuring, and troubleshooting enterprise software * Experience supporting Webex or similar collaboration tools * Experience using ServiceNow or similar ticketing systems * Knowledge of ITIL and ITSM best practices * Strong documentation and knowledge management skills * Experience with Cisco Finesse or similar contact center applications ## Description This role provides technical assistance and support for requests and issues related to computer systems, software, hardware, IT services, and mobile devices. Support is delivered through various contact channels including phone, chat, walk-up, and web-based ticket submissions. The role is responsible for triaging, troubleshooting, resolving, escalating, and appropriately referring end-user inquiries and technical issues. The individual will take ownership of the customer experience, providing timely and effective support while ensuring customer expectations are met or exceeded., * Follows all Corning policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management. * Utilizes Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of incidents and requests. * Recommend improvements to KB articles to improve accuracy, clarity and execution * Provide prompt, clear and ongoing communication with leaders and end users to manage expectations. * Interact with vendor technical support to ensure effective resolution of 3rd party services. * Post service messages & relay updates to internal business groups. * Actively maintain Assignment Group tickets and assigned tickets according to processes and within established SLAs using Service tracking ticketing system. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams. * Assist with queue management, when assigned, to route tickets and manage workload across the team. * Participation as a team member in specialist roles such as Bar3000, mobile, software, etc. as needed. * Provide feedback to drive continuous service improvement and prevent reoccurring issues within our environment * Other duties as assigned.