Hybrid IT Service Desk Agent

Computer Task Group; New York (NY); Hybride; USD 28 000 - 41 000; Temps partiel

Résumé du poste

Computer Task Group is seeking a Service Desk Agent for a W2 contract in Painted Post, NY. The role involves in-office and hybrid work, with a schedule of 3 days onsite and 2 days remote per week.

You will provide frontline IT support for end users across devices and services, handling tickets via phone, chat, email, and ticketing systems. Ideal candidates have at least 2 years of IT help desk experience, strong troubleshooting skills, and excellent communication abilities.

Qualifications

• 2+ years IT help desk or service desk experience.
• Customer service experience in a call center or technical support environment.
• Strong technical troubleshooting for computers and mobile devices.
• Excellent communication and interpersonal skills.
• Ability to manage changing priorities and meet deadlines in a fast-paced environment.
• Fluent in English, reading, writing, and comprehension.

Responsabilités

• Provide courteous and timely support through phone calls, live chats, incoming tickets, and other service channels.
• Manage incidents and service requests using a ticketing system (e.g., ServiceNow).
• Troubleshoot technical issues using established procedures and knowledge base articles; document findings.
• Monitor ticket queues, prioritize requests, and resolve or route issues within SLAs.
• Maintain accurate ticket documentation including steps, communications, and resolution details.
• Proactively communicate with end users, vendors, and internal IT teams to coordinate resolutions.
• Schedule follow-ups and coordinate with third-party technical support as needed.
• Follow incident management and knowledge management processes.
• Monitor service desk performance metrics and contribute to team goals.
• Escalate recurring issues and share knowledge with teammates.
• Provide administrative support and answer or route corporate calls.

Connaissances

Help desk

Customer service

Ticketing

Windows

Communication

Formation

High School Diploma

Associate degree preferred

Outils

ServiceNow

Microsoft 365

Cisco Finesse

Azure

MECM

Description du poste

Computer Task Group is seeking a Service Desk Agent for a W2 contract in Painted Post, NY. The role involves in-office and hybrid work, with a schedule of 3 days onsite and 2 days remote per week.

You will provide frontline IT support for end users across devices and services, handling tickets via phone, chat, email, and ticketing systems. Ideal candidates have at least 2 years of IT help desk experience, strong troubleshooting skills, and excellent communication abilities.