Service Desk Agent

Location: Painted Post, NY
Work Arrangement: Onsite/Hybrid – 3 days onsite and 2 days remote, based on team scheduling
Schedule: Monday–Friday, 8:00 AM–5:00 PM (shifts may vary based on business needs)
 

Position Summary

We are seeking an experienced Service Desk Agent to provide technical support to employees experiencing issues with computers, software, mobile devices, and other IT services.

This individual will serve as the first point of contact for technical issues through phone calls, live chats, support tickets, and walk-up assistance. The Service Desk Agent will troubleshoot common technical problems, document and manage incidents in ServiceNow, resolve issues when possible, and escalate more complex problems to the appropriate technical teams.

The ideal candidate will have at least 2 years of IT Help Desk or Service Desk experience, strong customer service skills, and the ability to manage multiple support requests in a fast-paced environment.

Key Responsibilities

• Provide first-level technical support through phone, chat, tickets, and walk-up assistance.

• Troubleshoot and resolve hardware, software, network connectivity, and mobile device issues.

• Create, update, track, and manage support tickets in ServiceNow throughout their lifecycle.

• Monitor the service desk queue, prioritize incoming requests, and route tickets to the appropriate support teams when necessary.

• Follow established IT policies and procedures for Incident Management, Request Fulfillment, and Knowledge Management.

• Use Knowledge Base (KB) articles to troubleshoot and resolve common technical issues.

• Recommend updates to knowledge articles to improve troubleshooting documentation.

• Document troubleshooting steps, resolutions, and communications accurately within support tickets.

• Meet established service-level agreements (SLAs), performance metrics, and response-time expectations.

• Communicate with end users regarding ticket status, troubleshooting progress, and expected resolution times.

• Schedule follow-ups with users and ensure outstanding issues are addressed.

• Coordinate with internal IT teams and third-party vendors to resolve technical problems.

• Identify recurring technical issues and notify leadership of problems affecting multiple users.

• Collaborate with team members to share technical knowledge and improve service desk operations.

• Complete required administrative tasks and documentation on time.

• Answer, respond to, and route corporate calls as needed.

Education Requirements

Required:

• High School Diploma or GED.

Preferred:

• Associate degree in Information Technology or a related field.

• Relevant IT professional certifications.

Required Experience

• Minimum of 2 years of hands-on IT Help Desk or Service Desk experience.

• Experience providing technical support to end users in a corporate environment.

• Customer service experience, preferably in a call center or high-volume support environment.

• Experience troubleshooting computers, software applications, and mobile devices.

• Ability to manage multiple support requests while maintaining accurate documentation.

Required Skills

• Strong troubleshooting and problem-solving abilities.

• Working knowledge of computers, mobile devices, and common IT support issues.

• Excellent customer service and communication skills.

• Ability to explain technical issues clearly to nontechnical users.

• Strong organizational and time-management skills.

• Ability to prioritize requests, manage changing workloads, and meet deadlines.

• Attention to detail when documenting incidents and troubleshooting steps.

• Ability to work independently and collaborate with other IT support teams.

• Patience, empathy, professionalism, and a positive attitude when assisting users.

• Ability to follow established IT procedures and escalation processes.

• Fluency in English, including reading, writing, speaking, and comprehension.

Desired Technical Skills

Microsoft Technologies

• Windows 11 troubleshooting and support.

• Microsoft 365 applications, including Outlook and Teams.

• Microsoft Azure familiarity.

• Active Directory administration, including user account support.

• Outlook troubleshooting, including mailbox size and OST data file issues.

Hardware and Desktop Support

• Computer hardware and peripheral troubleshooting.

• Monitor, display, printer, and connectivity troubleshooting.

• Printer installation, configuration, and driver support.

• Corporate mobile device configuration and deployment.

• IT asset management and equipment tracking.

Network and Remote Access

• Cisco VPN and Pulse client troubleshooting.

• Citrix connectivity and access support.

• LogMeIn or similar remote support tools.

• General network connectivity troubleshooting.

Software and Application Support

• Microsoft Edge and Google Chrome troubleshooting.

• Adobe software installation, configuration, and support.

• Symantec Endpoint Protection troubleshooting and remediation.

• Software deployment using MEMC (Microsoft Endpoint Management Configuration Manager).

Service Desk Tools and Processes

• ServiceNow or similar IT ticket management platforms.

• Cisco Finesse or similar call management software.

• Knowledge Base utilization and documentation.

• Incident Management and Request Fulfillment.

• Ticket documentation, quality assurance, and SLA management.