Remote IT Service Desk Specialist

Cayuse Holdings; Honolulu (HI); Remote; USD 21,000 - 22,000; Full time

Job summary

Cayuse Civil Services, LLC is hiring a remote Service Desk Agent to deliver timely IT support under SLA guidance. You will handle first-line troubleshooting, provide device and software assistance, and document issues in ServiceNow.

Strong communication and customer service skills are essential for success in a fast-paced, client-focused environment. This role requires a high school diploma and 2–5 years in IT support or customer service.

Qualifications

• Customer service experience and strong focus on customer satisfaction.
• Strong written and verbal communication skills.
• Demonstrated problem-solving abilities.
• Ability to work effectively in a remote, collaborative team.
• Experience with IT service management tools is a plus.

Responsibilities

• Provide high-quality customer service to resolve technology problems and requests.
• Follow established guidelines to deliver a full range of services to customers.
• Offer complex troubleshooting and accurately log issues in the ticketing system.
• Provide timely information and respond to customer inquiries promptly.
• Perform first-line troubleshooting and own customer interactions from start to finish.
• Assist with remote device support and basic configuration tasks.
• Navigate remote tools to diagnose issues across Windows, Mac, and applications.
• Manage ServiceNow tickets, workflows, and catalog updates as needed.
• Support major incidents and coordinate with the incident management team.
• Monitor IT systems performance and communicate updates to customers.

Skills

Customer service

Communication

Problem solving

Teamwork

Active listening

Education

High school diploma or GED

Tools

ServiceNow ITSM

Job description

Cayuse Civil Services, LLC is hiring a remote Service Desk Agent to deliver timely IT support under SLA guidance. You will handle first-line troubleshooting, provide device and software assistance, and document issues in ServiceNow.

Strong communication and customer service skills are essential for success in a fast-paced, client-focused environment. This role requires a high school diploma and 2–5 years in IT support or customer service.