Service Desk Agent

Computer Task Group; Painted Post (NY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

CTG is seeking a Service Desk Agent in Painted Post, NY for a W2 contract. The role is office-based with a hybrid rotation: 3 days onsite and 2 days remote per week. Typical hours are Monday–Friday, 8:00 AM–5:00 PM, with no anticipated overtime.

The ideal candidate will have at least 2 years of IT help desk experience and strong troubleshooting skills. Responsibilities include handling incidents and service requests via ServiceNow or similar systems, maintaining ticket documentation, and

Qualifications

• Provide courteous and timely support through phone, live chats, incoming tickets, and other service channels.
• Manage incidents and service requests using ServiceNow or a similar ticketing system.
• Troubleshoot technical issues using established procedures and knowledge base articles; document findings.
• Monitor ticket queues, prioritize requests, and resolve or route issues within SLAs.
• Maintain accurate ticket documentation including troubleshooting steps and resolutions.
• Proactively communicate with end users, vendors, and internal IT teams to manage expectations.

Responsibilities

• Provide technical support for authorized IT devices, platforms, applications, and services.
• Serve as single point of contact for end users and deliver timely troubleshooting and resolution.
• Route more complex issues to specialized support teams as needed.
• Support is provided through phone, chat, email, ticketing systems, and walk-up services.
• Escalate recurring issues to leadership and share knowledge with teammates.

Skills

IT help desk experience

Customer service

Troubleshooting

Communication

Time management

Detail-oriented

English fluency

Education

High school diploma or GED

Associate degree in IT or related certification

Tools

ServiceNow

Ticketing systems

Cisco Finesse

Azure

Active Directory

Microsoft Endpoint Configuration Manager (MECM)

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

Painted Post, NY (In-office and/or hybrid rotation. Hybrid schedule requires 3 days onsite and 2 days remote per week. Schedule will be determined by the 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 technical support for authorized IT devices, platforms, applications, and services. This role serves as a single point of contact for end users, delivering timely troubleshooting and resolution of common technical issues and service requests or routing more complex issues to specialized support teams. Support is provided through phone, chat, email, ticketing systems, and walk-up services.

Requirements

• Provide courteous and timely support through phone calls, live chats, incoming tickets, and other service channels.

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

• Troubleshoot technical issues using established procedures and knowledge base articles; document findings and recommend article improvements.

• Monitor ticket queues, prioritize requests, and resolve or route issues within established service-level agreements (SLAs).

• Maintain accurate ticket documentation, including troubleshooting steps, communications, and resolution details.

• Proactively communicate with end users, vendors, and internal IT teams to manage expectations and coordinate resolutions.

• Schedule customer follow-ups and coordinate with third-party technical support as needed.

• Follow established incident management, request fulfillment, and knowledge management processes.

• Monitor service desk performance metrics and contribute to team goals.

• Escalate recurring or widespread technical issues to leadership and collaborate with teammates to share knowledge.

• Provide administrative support and answer, respond to, or route corporate calls as assigned.

Qualifications

• Minimum of 2 years of IT help desk or service desk experience.

• Customer service experience, preferably in a call center or technical support environment.

• Strong technical troubleshooting skills, including experience supporting computers and mobile devices.

• Excellent communication and interpersonal skills, with the ability to demonstrate patience, empathy, and professionalism.

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

• Ability to manage changing priorities, maintain accurate documentation, and follow established procedures.

• Self-motivated team player with a strong work ethic, attention to detail, and positive attitude.

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

Additional Information

• Experience with Microsoft Windows 11, Microsoft 365, Outlook, and Teams.

• Familiarity with ServiceNow or similar ticket management systems and knowledge base tools.

• Experience with call management software such as Cisco Finesse or similar platforms.

• Knowledge of Microsoft Azure and Active Directory administration.

• Experience troubleshooting Outlook mail files, Windows display issues, printing, drivers, and network connectivity.

• Familiarity with corporate mobile device configuration, deployment, and support.

• Experience troubleshooting Cisco VPN, Pulse clients, Citrix connectivity, and remote access tools such as LogMeIn.

• Knowledge of Symantec Endpoint Protection and Microsoft Endpoint Configuration Manager (MECM) software deployment.

• Experience with asset management, Microsoft Edge, Google Chrome, and Adobe product installation and configuration.

• Strong quality assurance, ticket documentation, and customer follow-up skills.

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, 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.