Remote Service Desk Agent: IT Support & Customer Care

Cayuse Holdings; Helena (MT); Remote; USD 21,000 - 22,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Wellness Program

Flexible Spending Accounts

Disability Insurance (STD/LTD)

Life and AD&D Insurance

401(k) with matching

Paid Time Off

Job summary

Cayuse Civil Services, LLC is seeking a Service Desk Agent to deliver remote IT support under SLA guidance. You will resolve technology issues, perform first-line troubleshooting, and assist customers with clear communication across Windows and Mac environments.

The role emphasizes strong customer service, problem solving, and collaboration within a team, with remote work flexibility and standard benefits. Reports to the IT Service Supervisor.

Qualifications

• High school diploma or GED required.
• Experience preferred 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 ability to ensure satisfaction.
• Call center experience.
• Ability to pass background checks.

Responsibilities

• Provide high-quality customer service to efficiently resolve technology problems and requests.
• Operate within guidelines to deliver a full range of services to customers.
• Provide complex troubleshooting and record problems in the management tool.
• Assist customers with prompt information and issue resolution.
• Perform first-line troubleshooting and log interactions for escalations.
• Support mobile devices, video conference units, IP telephony, and end-user accounts.
• Manage end-user devices and remote troubleshooting across Windows and Mac ecosystems.
• Administer ServiceNow and build workflows; support incidents and emergencies including major incident management.
• Collaborate with team; train new employees and share knowledge.
• Other duties as assigned.

Skills

Clear communication

Customer service

Problem solving

Active listening

Team player

Remote work

Education

High school diploma or GED

Associate degree or technical training (preferred)

Tools

ServiceNow ITSM

Remote desktop tools

Job description

Cayuse Civil Services, LLC is seeking a Service Desk Agent to deliver remote IT support under SLA guidance. You will resolve technology issues, perform first-line troubleshooting, and assist customers with clear communication across Windows and Mac environments.

The role emphasizes strong customer service, problem solving, and collaboration within a team, with remote work flexibility and standard benefits. Reports to the IT Service Supervisor.