Service Desk Agent

Us Tech Solutions; Charlotte (NC); On-site; USD 28,000 - 29,000; Full time

Job summary

US Tech Solutions is seeking an IT Helpdesk/Service Desk professional in Charlotte, NC. The role covers first-line support for business IT devices, incident handling, and ticket routing via phone, chat, and walk-up.

The position requires at least 2 years in a helpdesk environment, strong English communication, and solid knowledge of Windows-based systems and mobile devices. It is a 6-month contract with potential extension, on-site in Charlotte.

Qualifications

• 2 years IT Helpdesk or Service Desk experience.
• Ability to multitask and meet deadlines in a fast-paced environment.
• Customer service experience, preferably in a call center.
• Strong technical abilities with computers and mobile devices.
• Knowledge of incident management and ticketing workflows.

Responsibilities

• Respond courteously to user calls, chats, tickets, and other channels.
• Use ServiceNow to manage tickets through their lifecycle.
• Maintain SLAs and communicate with users and vendors.
• Follow Incident Management, Request Fulfillment and Knowledge Management processes.
• Provide knowledge base feedback to improve articles.
• Interact with vendor technical support for third-party resolutions.
• Keep tickets updated with troubleshooting steps and communications.
• Manage end-user expectations via phone, chat, and email.
• Monitor queue and route tickets as needed.
• Inform leadership of broader issues impacting users or the team.
• Collaborate with teammates daily.
• Fulfill administrative requirements on time.
• Answer and route corporate calls as needed.

Skills

Helpdesk experience

Customer service

English fluency

Time management

Teamwork

Multitasking

Communication

Problem solving

Education

Associate degree in IT

High School Diploma

Tools

ServiceNow

Microsoft 365

Job description

$20-$21 per hour

Charlotte, NC

Contract

Duration: 06 months with possible extension

Experience:

To provide support of authorized IT Devices for business use in connection with IT platforms, resources, services, and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support.Support channels include, phone, chat and walk-up.

Key Responsibilities

• Responds courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
• Effectively use ServiceNow to manage tickets throughout their lifecycle.
• Contribute towards meeting or exceeding SD metrics, targets and goals.
• Follows all IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.
• Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.
• Interact with vendor technical support to ensure effective resolution of 3rd party services.
• Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams. Proactively initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.
• Customer scheduling/follow-ups
• Monitor the queue and action or route tickets.
• Inform leadership of broader issues impacting users or the team
• Interact with teammates throughout the day to share information and knowledge.
• Fulfill all administrative requirements on-time
• Answer, respond to and route Corporate Calls as needed

Required Qualifications

• A minimum of 2 year of IT Helpdesk or Service Desk experience
• Time management. Ability to meet and keep a schedule. Ability to multitask, complete tasks and meet deadlines in a fast-paced environment
• Customer service experience, preferably in a call center environment
• Strong work ethic with an attention to detail and a positive attitude
• Self-starter, able to work in team environment and motivate others
• Strong technical abilities, including knowledge and skill with computers and mobile devices
• Strong organization, and planning skills, with ability to handle changing priorities
• Interpersonal skills, empathy, patience, and ability to communicate clearly
• Must be fluent in English, with the ability to read, write, and comprehend

Preferred Qualifications

• Microsoft-based applications, with emphasis on Windows 11, Microsoft O365, Teams, etc.
• Experience with call management software such as Finesse or similar
• Quality / documentation experience
• Familiarity with Microsoft Azure.
• Active Directory Administration
• Experience resolving Outlook issues such as mail file size and data files (.ost)
• Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.
• Configuration & distribution of corporate mobile devices
• Troubleshooting Cisco VPN and Pulse clients
• Facilitating Citrix connectivity
• Remediating Symantec Endpoint Protection
• LogMeIn remote connection/utilization or similar tool
• MEMC Deployment of software
• Asset management skills
• Edge and Google Chrome support
• Installation/configuration of various Adobe products /Software
• Printer/driver troubleshooting & installation
• ServiceNow or similar ticket management tool
• Knowledge base utilization

Education:

• Associate degree in IT or related professional certification (Preferred)
• High School Diploma or GED (Minimum Required)

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement

By applying, you acknowledge that AI-assisted tools may be used during hiring.