Service Desk Agent

Computer Task Group; Charlotte (NC); Hybrid; USD 42,000 - 65,000; Full time

Job summary

CTG, a Cegeka company, is seeking a Service Desk Agent to provide first-level IT support for employees. The role includes handling inquiries via phone, chat, email, ticketing, and walk-up support, with on-site and remote work on a hybrid schedule.

Responsibilities include documenting issues, resolving common hardware and software problems, and escalating complex cases to specialized teams while maintaining excellent customer service.

Qualifications

• High school diploma or GED required; an associate degree is preferred.
• Experience in IT help desk or service desk roles is expected.
• Strong customer service and communication skills are essential.
• Familiarity with Windows and Microsoft Office applications is required.

Responsibilities

• Provide first-level IT support via phone, chat, email, tickets, and walk-up channels.
• Document and manage tickets using a ticketing system; resolve and escalate as needed.
• Troubleshoot common hardware/software issues and assist with devices.
• Maintain timely and professional communication with users and teams.

Skills

IT Help Desk

Customer service

Windows

Microsoft Office

Ticketing systems

Communication skills

Education

HS Diploma or GED

Associate degree (preferred)

Tools

ServiceNow

Microsoft 365

VPN tools

Job description

Type

Contract

Job Title

Service Desk Agent

Location

In-office position and/or hybrid rotation. Hybrid expectation is 3 days onsite and 2 days remote per week. Schedule to be determined by the client team.

Pay Rate

Based on experience

Work Hours

Monday–Friday (8:00 AM–5:00 PM). Multiple shifts may be available based on business needs. Overtime is not anticipated.

Education

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

Description

The Service Desk Agent provides first-level technical support to employees, serving as a single point of contact for IT questions, incidents, and service requests. This role delivers timely troubleshooting and resolution through phone, chat, email, ticketing, and walk-up support channels. Responsibilities include documenting and managing tickets, resolving common hardware and software issues, and escalating complex problems to specialized support teams while maintaining excellent customer service.

Requirements

• Respond promptly and professionally to user inquiries through phone, chat, email, and other support channels.

• Manage incidents and service requests throughout their lifecycle using ServiceNow or a similar ticketing system.

• Troubleshoot common hardware, software, operating system, connectivity, and mobile device issues.

• Follow established IT support procedures, service-level agreements (SLAs), and knowledge management processes.

• Use knowledge base articles to resolve issues, document troubleshooting steps, and recommend improvements.

• Monitor support queues, prioritize incoming tickets, and route unresolved issues to appropriate teams.

• Maintain accurate ticket documentation and communicate regularly with users regarding issue status and resolution.

• Coordinate customer scheduling and follow-ups, including vendor and third-party technical support when needed.

• Meet service desk performance metrics and elevate recurring or widespread technical issues.

• Collaborate with team members and complete administrative responsibilities accurately and on time.

Qualifications

• Minimum of 2 years of IT Help Desk or Service Desk experience.

• Strong customer service and communication skills, preferably in a call center or technical support environment.

• Working knowledge of computers, mobile devices, Microsoft Windows, and Microsoft Office applications.

• Ability to troubleshoot technical issues, resolve customer concerns, and elevate problems when appropriate.

• Strong time management, organizational, and multitasking skills with the ability to meet deadlines in a fast-paced environment.

• Professional, patient, and empathetic approach to customer interactions.

• Ability to work independently and collaboratively while adapting to changing priorities.

• Strong attention to detail, work ethic, and commitment to continuous learning and problem resolution.

• Fluent in English, with the ability to read, write, and comprehend technical information.

Preferred Skills

• Experience with Windows 11, Microsoft 365, Outlook, Teams, Excel, Word, PowerPoint, Exchange, and SharePoint.

• Familiarity with Apple/Mac devices and Microsoft Azure.

• Experience with Active Directory, ServiceNow, or similar ticket management systems.

• Troubleshooting Outlook, email data files, printers, drivers, monitors, network connectivity, and Windows applications.

• Experience supporting Cisco VPN, Pulse VPN, Citrix, and remote access tools such as LogMeIn.

• Knowledge of corporate mobile device configuration, deployment, and asset management.

• Familiarity with Microsoft Endpoint Manager (MEM), Symantec Endpoint Protection, Adobe products, Microsoft Edge, and Google Chrome.

• Experience with call management platforms such as Cisco Finesse.

• Knowledge base utilization, technical documentation, and quality assurance experience.

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.