Remote IT Service Desk Agent - Customer-Focused Support

Cayuse Holdings; City of Albany (NY); Remote; USD 2,066,000 - 2,204,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

401(k) Retirement Savings Plan

Paid Time Off

Flexible Spending Accounts

Job summary

Cayuse Civil Services, LLC is seeking a remote Service Desk Agent to deliver high-quality customer service and IT support. You will troubleshoot technology issues, manage user accounts, and assist with remote desktop and IP telephony tasks while upholding SLAs and company standards.

The role requires 2–5 years in IT support, experience with ServiceNow ITSM, and strong communication skills. It is a full-time hourly position with potential for growth in a professional remote team.

Qualifications

• High school diploma or GED required.
• Two to five years in computer systems, customer support or IT support.
• Experience with ServiceNow ITSM system.
• Call center or customer service experience.
• Ability to pass background checks.

Responsibilities

• Provides high-quality customer service to resolve technology problems and requests.
• Follows guidelines to deliver full range of services and logs interactions.
• Performs first-line troubleshooting and records issues for escalation.
• Provides timely information and assistance to customers.
• Uses remote tools to diagnose and resolve desktop support issues across Windows, MacOS and related apps.
• Manages user accounts and permissions, device support, and IT system monitoring.

Skills

Clear communication

Customer service

Problem solving

Teamwork

Independent work

Attention to detail

Education

High School Diploma or GED

Associate degree or technical training

Tools

ServiceNow ITSM

Remote desktop tools

Microsoft Office Suite

Job description

Cayuse Civil Services, LLC is seeking a remote Service Desk Agent to deliver high-quality customer service and IT support. You will troubleshoot technology issues, manage user accounts, and assist with remote desktop and IP telephony tasks while upholding SLAs and company standards.

The role requires 2–5 years in IT support, experience with ServiceNow ITSM, and strong communication skills. It is a full-time hourly position with potential for growth in a professional remote team.