IT Service Desk Agent

The Fountain Group; Charlotte (NC); Hybrid; USD 23,000 - 32,000; Full time

Job summary

The Fountain Group in Charlotte, NC is seeking an IT Service Desk Agent to join our team for a contract through year-end with potential extension. Hybrid work: onsite 3 days, remote 2 days. Salary $20 per hour, schedule Monday–Friday 8am–5pm.

The role involves responding to calls and tickets, using ServiceNow, meeting SD metrics, following ITIL processes, and collaborating with vendors to resolve issues. Strong communication and multitasking skills required; English fluency essential.

Qualifications

• Associate degree in IT or related certification preferred.
• High School Diploma or GED required.
• A minimum of 2 years IT Helpdesk or Service Desk experience.

Responsibilities

• Respond courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
• Effectively use ServiceNow to manage tickets throughout their lifecycle.
• Contribute towards meeting or exceeding SD metrics, targets and goals.
• Follows all IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.
• Execute Knowledge Base articles to provide effective analysis, troubleshooting and resolution; provide KB feedback.
• Interact with vendor technical support to ensure effective resolution of 3rd party services.
• Maintain tickets within SLAs and proactively communicate with users, vendors and IT teams.
• Customer scheduling/follow-ups; monitor queue and route tickets; inform leadership of broader issues.
• Collaborate with teammates and fulfill administrative requirements; answer corporate calls as needed.

Skills

Time management

Customer service

Work ethic

Self-starter

Technical abilities

Organization

Interpersonal skills

English fluency

English language

Education

Associate degree in IT

High School diploma

Tools

ServiceNow

Finesse

Windows 11

Microsoft 365

Teams

Azure

Active Directory

Outlook

Job description

IT Service Desk Agent

Location: Charlotte. NC
Pay: $20/HR
Hours: M-F (8am-5pm)
Hybrid: expectation is that agents will be onsite 3 days/week and remote 2 days/week
- Assignment through EOY, Possibility of extension based on demand.

RESPONSIBILITIES:

• Responds courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
• Effectively use ServiceNow to manage tickets throughout their lifecycle.
• Contribute towards meeting or exceeding SD metrics, targets and goals.
• Follows all IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.
• Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.
• Interact with vendor technical support to ensure effective resolution of 3rd party services.
• Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams. Proactively initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.
• Customer scheduling/follow-ups
• Monitor the queue and action or route tickets.
• Inform leadership of broader issues impacting users or the team
• Interact with teammates throughout the day to share information and knowledge.
• Fulfill all administrative requirements on-time
• Answer, respond to and route Corporate Calls as needed

EDUCATION REQUIREMENTS

• Associate degree in IT or related professional certification (Preferred)
• High School Diploma or GED (Minimum Required)

WORK EXPERIENCE

• A minimum of 2 year of IT Helpdesk or Service Desk experience

REQUIRED SKILLS

• Time management. Ability to meet and keep a schedule. Ability to multitask, complete tasks and meet deadlines in a fast-paced environment
• Customer service experience, preferably in a call center environment
• Strong work ethic with an attention to detail and a positive attitude
• Self-starter, able to work in team environment and motivate others
• Strong technical abilities, including knowledge and skill with computers and mobile devices
• Strong organization, and planning skills, with ability to handle changing priorities
• Interpersonal skills, empathy, patience, and ability to communicate clearly
• Must be fluent in English, with the ability to read, write, and comprehend

DESIRED SKILLS

• Microsoft-based applications, with emphasis on Windows 11, Microsoft O365, Teams, etc.
• Experience with call management software such as Finesse or similar
• Quality / documentation experience
• Familiarity with Microsoft Azure.
• Active Directory Administration
• Experience resolving Outlook issues such as mail file size and data files (.ost)
• Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.
• Configuration & distribution of corporate mobile devices
• Troubleshooting Cisco VPN and Pulse clients
• Facilitating Citrix connectivity
• Remediating Symantec Endpoint Protection
• LogMeIn remote connection/utilization or similar tool
• MEMC Deployment of software
• Asset management skills
• Edge and Google Chrome support
• Installation/configuration of various Adobe products /Software
• Printer/driver troubleshooting & installation
• ServiceNow or similar ticket management tool
• Knowledge base utilization