Remote IT Service Desk Agent

Cayuse Holdings; Augusta (ME); Remote; USD 21,000 - 22,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan with company匹配

Paid time off

Wellness program

Job summary

Cayuse Civil Services, LLC is seeking a Service Desk Agent to deliver customer service solutions and technical support in a remote setting. The role emphasizes timely, accurate information delivery and clear communication aligned with SLAs.

The position requires 2–5 years in IT support, ServiceNow experience, and the ability to work independently or in a team while maintaining high customer satisfaction. Relocation or travel are not required.

Qualifications

• Two to five years of experience in computer systems, customer support or IT support.
• Experience with ServiceNow IT Service Management System.
• Customer service experience and strong focus on customer satisfaction.
• Call center experience.
• Must be able to pass a background check.

Responsibilities

• Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests.
• Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
• Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool.
• Provide assistance and information to the customer in a prompt manner.
• Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilizing appropriate follow-through, and logging all customer interactions for escalated matters.
• Mobile telephony and device support.
• Video Conference Unit Troubleshooting.
• IP Telephony setup and support.

Skills

Communication

Customer service

Problem solving

Teamwork

Independent work

MS Office

Education

Associate degree or technical training in Computer Science/Information Systems

Tools

ServiceNow ITSM

Microsoft Office Suite

Job description

Cayuse Civil Services, LLC is seeking a Service Desk Agent to deliver customer service solutions and technical support in a remote setting. The role emphasizes timely, accurate information delivery and clear communication aligned with SLAs.

The position requires 2–5 years in IT support, ServiceNow experience, and the ability to work independently or in a team while maintaining high customer satisfaction. Relocation or travel are not required.