Remote IT Service Desk Agent

Cayuse Holdings; Tallahassee (FL); Remote; USD 21,000 - 22,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Wellness Program

Flexible Spending Accounts

Disability Insurance

Life Insurance

401(k) with matching

Paid Time Off

Job summary

Cayuse Civil Services, LLC is seeking a Service Desk Agent to deliver remote customer support aligned with SLAs. You will troubleshoot technical issues, manage user accounts, and support devices across Windows, MacOS and related tools.

The role emphasizes effective communication and timely resolution in a remote setting. The position requires prior service desk experience and a proactive, customer-focused mindset, with availability for a remote work arrangement and adherence to company quality

Qualifications

• High school diploma or GED required.
• 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.
• Experience in a technology support organization.

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.
• Creation of end user accounts and setting permissions.
• Provide end user device management and support, including desktops, laptops, and PDAs.
• Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues.

Skills

Strong communication

Customer service

Problem solving

Team player

Microsoft Office Suite

Ability to learn quickly

Adaptability

Active listening

Remote work

Education

Associate degree/tech training in CS/IS

High school diploma or GED

Tools

ServiceNow ITSM

Remote desktop tools

Job description

Cayuse Civil Services, LLC is seeking a Service Desk Agent to deliver remote customer support aligned with SLAs. You will troubleshoot technical issues, manage user accounts, and support devices across Windows, MacOS and related tools.

The role emphasizes effective communication and timely resolution in a remote setting. The position requires prior service desk experience and a proactive, customer-focused mindset, with availability for a remote work arrangement and adherence to company quality