Remote IT Service Desk Specialist

Cayuse Holdings; Richmond (VA); Remote; USD 21,000 - 22,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Flexible Spending Accounts

Short-Term and Long-Term Disability

Job summary

Cayuse Civil Services, LLC is seeking a Service Desk Agent to deliver customer service solutions in line with SLAs and quality standards. This remote, full-time hourly role focuses on providing timely, accurate information and strong communication to customers while supporting Windows, MacOS, and Microsoft applications.

Responsibilities include first-line troubleshooting, documenting issues in ServiceNow, and assisting end users with device management and remote support.

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.

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 associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications.
• Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations).
• Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident management escalation to ITOC and/or Major Incident Management Team.
• Manage continuous improvement through ongoing collection of data and information regarding customer requirements.
• Monitor and report on performance of IT systems and services.
• Understand and respond to others’ using active listening skills and tactful communication.
• Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding.
• Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication.
• Ensures customer satisfaction through follow-up and special efforts.
• Resolve issues following the parameters and guidelines of the client.
• Identify potential system problems and elevate to department contact for resolution.
• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
• Assist new employees with training through shadowing opportunities and explanation of work process.

Skills

Customer service

Communication

Problem solving

Independent worker

Team collaboration

Remote work

Education

High school diploma or GED

Associate degree or technical training

Tools

ServiceNow

Microsoft Office

Job description

Cayuse Civil Services, LLC is seeking a Service Desk Agent to deliver customer service solutions in line with SLAs and quality standards. This remote, full-time hourly role focuses on providing timely, accurate information and strong communication to customers while supporting Windows, MacOS, and Microsoft applications.

Responsibilities include first-line troubleshooting, documenting issues in ServiceNow, and assisting end users with device management and remote support.