Service Desk Agent

Computer Task Group; Charlotte (NC); On-site; USD 28,000 - 39,000; Full time

Job summary

CTG is seeking a Service Desk Agent to provide frontline IT support in Charlotte, NC on a W2 contract. You will handle incidents via phone, chat, walk-up, and ticketing channels, offering timely troubleshooting and routing to specialists as needed.

The role requires 2+ years in IT help desk, strong customer service, and proficiency with Windows 11, Microsoft 365, VPN, Citrix, and ticketing systems. High school diploma or GED is required.

Qualifications

• Requires 2+ years IT Help Desk/Service Desk experience.
• Strong customer service, ideally in call center or tech support.
• Proficient with Windows OS, Microsoft 365, Teams and browsers.
• Familiar with ticketing systems (e.g., ServiceNow).
• English reading/writing fluency and clear communication.

Responsibilities

• Respond to user calls, chats, tickets promptly and courteously.
• Manage lifecycle of tickets in ServiceNow or similar system.
• Troubleshoot hardware, software, connectivity, printing, and mobile issues.
• Follow ITIL-based incident management and fulfillment processes.
• Utilize knowledge base to resolve incidents and improve docs.

Skills

Customer service

Ticketing system

Troubleshooting

Communication

Time management

English fluency

On-site work

Learning mindset

Education

High School Diploma or GED

Tools

ServiceNow

Windows 11

Microsoft 365

Teams

Outlook

Edge/Chrome

VPN

Citrix

Job description

CTG's long-standing Fortune 500 client of over 15 years has a W2 contract assignment for a Service Desk Agent.

Type:

Contract

Job Title:

Service Desk Agent

Location:

Charlotte, NC

Candidates must be able to commute and work onsite in Charlotte, NC

Pay Rate:

Based on experience

Work Hours:

M-F 8am-5pm

Education:

High School Diploma or GED required; Associate degree in IT or related professional certification preferred

Description:

The Service Desk Agent provides technical support for authorized IT devices, platforms, resources, services, and systems. As part of the Service Desk team, this role serves as a single point of contact for users, providing timely troubleshooting and resolution of common technical issues and requests or routing tickets to specialized support teams. Support is provided through phone, chat, walk-up, and ticketing channels.

Requirements:

• Respond courteously and promptly to user calls, live chats, tickets, and assigned service channels.
• Manage service tickets throughout their lifecycle using ServiceNow or a similar ticketing system.
• Troubleshoot and resolve common hardware, software, connectivity, printing, mobile device, and application issues.
• Follow established Incident Management, Request Fulfillment, Knowledge Management, and service desk procedures.
• Use knowledge base articles to troubleshoot and resolve incidents and requests; provide feedback to improve documentation.
• Maintain accurate ticket documentation, communications, troubleshooting steps, and resolution details while meeting established SLAs.
• Monitor service queues and appropriately action or route tickets to advanced support teams.
• Coordinate customer scheduling and follow-ups and proactively communicate status and expectations.
• Work with vendor technical support and other IT teams to resolve issues.
• Support Microsoft Windows, Microsoft 365, Teams, Outlook, browsers, Adobe products, VPN, Citrix, and other enterprise applications.
• Provide support for corporate mobile devices, printers, drivers, and software installations.
• Assist with asset management and software deployment activities.
• Escalate broader technical or service-impacting issues to leadership.
• Answer, respond to, and route corporate calls as needed.
• Collaborate with teammates to share technical information and knowledge while completing administrative requirements on time.

Qualifications

• Minimum of 2 years of IT Help Desk or Service Desk experience.
• Strong customer service skills, preferably in a call center or technical support environment.
• Strong technical aptitude with computers and mobile devices.
• Experience with ServiceNow or a similar ticket management system.
• Working knowledge of Windows 11, Microsoft 365, Teams, Outlook, Edge, and Google Chrome.
• Experience troubleshooting Windows, connectivity, VPN, printing, monitor/display, and application issues.
• Strong organization, time management, multitasking, and problem-solving skills.
• Ability to manage changing priorities and meet deadlines in a fast-paced environment.
• Strong interpersonal, communication, empathy, and customer service skills.
• Detail-oriented, dependable, self-motivated, and able to work effectively as part of a team.
• Fluent in English, with the ability to read, write, and comprehend effectively.

Preferred Technical Skills

• Microsoft Azure and Active Directory.
• Call management software such as Cisco Finesse or similar.
• Outlook mail file and data file troubleshooting, including OST issues.
• Corporate mobile device configuration and distribution.
• Cisco VPN and Pulse Secure troubleshooting.
• Citrix connectivity and troubleshooting.
• Endpoint protection remediation.
• Remote support tools such as LogMeIn or similar.
• MEM/endpoint software deployment.
• IT asset management.
• Printer and driver installation and troubleshooting.
• Adobe product installation and configuration.
• Knowledge base utilization and technical documentation.

Additional Information

• No third party resumes will be accepted.
• Drug testing and/or other employment-related inquiries may be conducted.
• CTG will consider for employment-qualified applicants with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
• All interested individuals MUST be able to work on a W2 Tax basis (no C2C or third party vendors).
• CTG is an Equal Employment Opportunity employer.
• CTG is an E-Verify Company.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com .

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.