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# Service Desk Agent

- **Company:** Computer Task Group, Inc
- **Location:** Charlotte, NC, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Adobe Creative Cloud, Microsoft Azure, Microsoft Outlook, Google Chrome, Cisco Systems VPN Client, Computer Literacy, Data Files, Web Browsers, Issue Tracking Systems, Virtual Private Networks (VPN), Knowledge Management, Microsoft Office, Network Connections, Citrix Systems, Microsoft PowerPoint, Remote Access Technology, Microsoft SharePoint, Software Engineering, Symantec Endpoint Protection, Cisco, Servicenow, Unified Endpoint Management
- **Published:** November 13, 2026
- **Apply:** https://www.beyondcharlotte.com/job.asp?id=3514767356&tx=IT878TYI&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

Education: High School Diploma or GED required; Associate degree in IT or related certification preferred., * Minimum of 2 years of IT Help Desk or Service Desk experience.

 * Strong customer service and communication skills, preferably in a call center or technical support environment.
 * Working knowledge of computers, mobile devices, Microsoft Windows, and Microsoft Office applications.
 * Ability to troubleshoot technical issues, resolve customer concerns, and escalate problems when appropriate.
 * Strong time management, organizational, and multitasking skills with the ability to meet deadlines in a fast-paced environment.
 * Professional, patient, and empathetic approach to customer interactions.
 * Ability to work independently and collaboratively while adapting to changing priorities.
 * Strong attention to detail, work ethic, and commitment to continuous learning and problem resolution.
 * Fluent in English, with the ability to read, write, and comprehend technical information.

Preferred Skills

 * Experience with Windows 11, Microsoft 365, Outlook, Teams, Excel, Word, PowerPoint, Exchange, and SharePoint.
 * Familiarity with Apple/Mac devices and Microsoft Azure.
 * Experience with Active Directory, ServiceNow, or similar ticket management systems.
 * Troubleshooting Outlook, email data files, printers, drivers, monitors, network connectivity, and Windows applications.
 * Experience supporting Cisco VPN, Pulse VPN, Citrix, and remote access tools such as LogMeIn.
 * Knowledge of corporate mobile device configuration, deployment, and asset management.
 * Familiarity with Microsoft Endpoint Manager (MEM), Symantec Endpoint Protection, Adobe products, Microsoft Edge, and Google Chrome.
 * Experience with call management platforms such as Cisco Finesse.
 * Knowledge base utilization, technical documentation, and quality assurance experience.

## Description

The Service Desk Agent provides first-level technical support to employees, serving as a single point of contact for IT questions, incidents, and service requests. This role delivers timely troubleshooting and resolution through phone, chat, email, ticketing, and walk-up support channels. Responsibilities include documenting and managing tickets, resolving common hardware and software issues, and escalating complex problems to specialized support teams while maintaining excellent customer service.

Requirements

 * Respond promptly and professionally to user inquiries through phone, chat, email, and other support channels.
 * Manage incidents and service requests throughout their lifecycle using ServiceNow or a similar ticketing system.
 * Troubleshoot common hardware, software, operating system, connectivity, and mobile device issues.
 * Follow established IT support procedures, service-level agreements (SLAs), and knowledge management processes.
 * Use knowledge base articles to resolve issues, document troubleshooting steps, and recommend improvements.
 * Monitor support queues, prioritize incoming tickets, and route unresolved issues to appropriate teams.
 * Maintain accurate ticket documentation and communicate regularly with users regarding issue status and resolution.
 * Coordinate customer scheduling and follow-ups, including vendor and third-party technical support when needed.
 * Meet service desk performance metrics and escalate recurring or widespread technical issues.
 * Collaborate with team members and complete administrative responsibilities accurately and on time., * 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.

To be considered for this opportunity, please apply directly through our website by clicking the link below.