Remote IT Support Desk Specialist

Cayuse Holdings; Harrisburg (Dauphin County); Remote; USD 21,000 - 22,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Wellness Program

Flexible Spending Accounts (Healthcare

401(k) Retirement Savings Plan

Job summary

Cayuse Civil Services, LLC is seeking a Service Desk Agent to deliver remote customer service and IT support under SLA guidelines. The role emphasizes timely, accurate information delivery and clear communication with customers.

Responsibilities include first-line troubleshooting, device and software support, and ServiceNow administration. This is a full-time, hourly position with remote work options and a focus on customer satisfaction.

Qualifications

• High school diploma or GED required.
• Experience in Service Desk or Customer Service.
• 2–5 years in computer systems, customer support or IT support.
• Experience with ServiceNow IT Service Management System.
• Customer service focus and satisfaction driven.
• Call center experience.

Responsibilities

• Provides high-quality customer service to resolve technology problems.
• Operates within guidelines to deliver a full range of services to customers.
• Offers complex troubleshooting and records problems in the management tool.
• Assists customers promptly and logs interactions for escalations.
• Performs first-line troubleshooting and takes ownership of interactions.
• Supports mobile devices, video conferencing, IP telephony, and peripherals.
• Creates end-user accounts and manages permissions.
• Manages end-user devices and supports Windows, MacOS, and Office suites.
• Diagnoses using remote desktop tools and documents issues for resolution.
• Administers ServiceNow workflows and catalog updates.
• Provides escalation support for major incidents when needed.
• Collects data to inform continuous improvement and performance reporting.
• Communicates clearly to technical and non-technical audiences.

Skills

Customer Service

Remote Support

ServiceNow

Windows/macOS

Phone & Email

Education

Associate degree

Tools

ServiceNow

Microsoft Office

Job description

Cayuse Civil Services, LLC is seeking a Service Desk Agent to deliver remote customer service and IT support under SLA guidelines. The role emphasizes timely, accurate information delivery and clear communication with customers.

Responsibilities include first-line troubleshooting, device and software support, and ServiceNow administration. This is a full-time, hourly position with remote work options and a focus on customer satisfaction.