Service Desk Agent

Location: Painted Post, NY

Work Arrangement: Onsite / Hybrid

Schedule: Monday – Friday, 8:00 AM – 5:00 PM

Duration: Contract, with potential for extension based on business demand

Position Overview

We are seeking an experienced Service Desk Agent to provide technical support to end users and assist with day-to-day IT operations. The ideal candidate will have at least 2 years of Help Desk or Service Desk experience, strong troubleshooting abilities, and excellent customer service skills.

The individual will serve as a primary point of contact for users, providing timely technical assistance, resolving common IT issues, managing service requests, and escalating complex issues to specialized support teams.

Key Responsibilities

• Respond to user inquiries through phone calls, live chats, incoming tickets, and walk-up support.

• Manage and maintain service tickets throughout their lifecycle using ServiceNow or similar ticketing systems.

• Troubleshoot and resolve common hardware, software, connectivity, and application-related issues.

• Follow established IT policies and procedures for incident management, request fulfillment, and knowledge management.

• Utilize knowledge base articles to troubleshoot and resolve technical issues accurately.

• Maintain timely ticket updates, documentation, and communication with end users and support teams.

• Monitor service queues, prioritize incoming requests, and route tickets to appropriate teams when required.

• Coordinate customer scheduling and follow-ups while ensuring service level agreements (SLAs) are met.

• Collaborate with internal IT teams and external vendors to ensure timely issue resolution.

• Identify recurring or widespread technical issues and communicate them to leadership.

• Provide general administrative and corporate call support as needed.

Required Qualifications

• High School Diploma or GED required.

• Associate Degree in IT or relevant professional certification preferred.

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

• Previous customer service experience, preferably in a call center or technical support environment.

• Strong knowledge of computers, mobile devices, and basic IT troubleshooting.

• Excellent verbal and written communication skills in English.

• Strong organizational, time management, and multitasking abilities.

• Ability to work independently and collaboratively in a fast-paced environment.

• Strong attention to detail, patience, empathy, and a customer-focused approach.

Preferred Technical Skills

• Microsoft Windows 11, Office 365, and Microsoft Teams.

• ServiceNow or similar IT ticket management platforms.

• Microsoft Azure and Active Directory.

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

• Windows troubleshooting, including display, printing, and network connectivity.

• Cisco VPN, Pulse VPN, and Citrix connectivity.

• Corporate mobile device configuration and deployment.

• Printer and driver installation and troubleshooting.

• Microsoft Edge, Google Chrome, and Adobe application support.

• Remote support tools such as LogMeIn.

• Software deployment and asset management.

• Knowledge base utilization and technical documentation.

• Call management platforms such as Finesse or similar.

Work Schedule & Interview Process

• Schedule: Monday – Friday, 8:00 AM – 5:00 PM. Other shifts may be required depending on business needs.

• Work Model: Onsite or hybrid rotation. Hybrid employees are expected to work onsite 3 days per week and remotely 2 days per week.

• Interview Process: One round of a 45-minute video panel interview.

• Contract Extension: Possibility of extension based on business demand.

Ideal Candidate: A customer-focused IT support professional with hands-on Service Desk experience, strong troubleshooting skills, and the ability to manage multiple support requests while maintaining excellent service quality.