Hybrid IT Help Desk Agent

Computer Task Group; Charlotte (NC); Hybrid; USD 42,000 - 65,000; Full time

Job summary

CTG, a Cegeka company, is seeking a Service Desk Agent to provide first-level IT support for employees. The role includes handling inquiries via phone, chat, email, ticketing, and walk-up support, with on-site and remote work on a hybrid schedule.

Responsibilities include documenting issues, resolving common hardware and software problems, and escalating complex cases to specialized teams while maintaining excellent customer service.

Qualifications

• High school diploma or GED required; an associate degree is preferred.
• Experience in IT help desk or service desk roles is expected.
• Strong customer service and communication skills are essential.
• Familiarity with Windows and Microsoft Office applications is required.

Responsibilities

• Provide first-level IT support via phone, chat, email, tickets, and walk-up channels.
• Document and manage tickets using a ticketing system; resolve and escalate as needed.
• Troubleshoot common hardware/software issues and assist with devices.
• Maintain timely and professional communication with users and teams.

Skills

IT Help Desk

Customer service

Windows

Microsoft Office

Ticketing systems

Communication skills

Education

HS Diploma or GED

Associate degree (preferred)

Tools

ServiceNow

Microsoft 365

VPN tools

Job description

CTG, a Cegeka company, is seeking a Service Desk Agent to provide first-level IT support for employees. The role includes handling inquiries via phone, chat, email, ticketing, and walk-up support, with on-site and remote work on a hybrid schedule.

Responsibilities include documenting issues, resolving common hardware and software problems, and escalating complex cases to specialized teams while maintaining excellent customer service.