Onsite Service Desk Pro – Charlotte

Computer Task; Charlotte (NC); On-site; USD 28,000 - 39,000; Full time

Job summary

CTG, a long-standing IT services provider, seeks a Service Desk Agent for onsite work in Charlotte, NC. The role provides first-line technical support for Windows, Microsoft 365, VPN, Citrix, and enterprise apps, via phone, chat, walk-up, and ticketing, ensuring timely resolutions and SLA adherence.

Candidates should have at least 2 years in IT Help Desk, strong customer service, and experience with ServiceNow or similar ticketing systems.

Qualifications

• Minimum 2 years IT Help Desk or Service Desk experience.
• Strong customer service skills in a call center or tech support environment.
• Experience with ServiceNow or similar ticketing system; familiarity with Windows 11, M365, Teams, Outlook.

Responsibilities

• Provide first point of contact support via phone, chat, walk-up, and ticketing.
• Troubleshoot hardware, software, connectivity, printing, and mobile device issues.
• Log, track, and escalate incidents while meeting SLAs.
• Collaborate with IT teams and vendors to resolve issues.

Skills

Service desk experience

Windows 11

Microsoft 365

Ticketing system

Customer service

VPN troubleshooting

English fluency

Remote Support tools

Education

High School Diploma or GED

Associate degree in IT or related professional certification

Tools

ServiceNow

Cisco Finesse

LogMeIn

Active Directory

VPN

Job description

CTG, a long-standing IT services provider, seeks a Service Desk Agent for onsite work in Charlotte, NC. The role provides first-line technical support for Windows, Microsoft 365, VPN, Citrix, and enterprise apps, via phone, chat, walk-up, and ticketing, ensuring timely resolutions and SLA adherence.

Candidates should have at least 2 years in IT Help Desk, strong customer service, and experience with ServiceNow or similar ticketing systems.