Service Desk Agent II

CBTS; Tennessee; On-site; USD 40,000 - 60,000; Full time

Job summary

A technology solutions provider is seeking a dedicated Technical Support Specialist based in Tennessee. The role involves providing first-line technical support, resolving hardware and software issues, and assisting customers with IT services. Ideal candidates will have service desk experience and strong customer service skills. This full-time position requires working from the office and includes rotational shifts to maintain 24x7 support.

Qualifications

• Experience providing first-line technical support.
• Strong customer service and communication skills required.
• Familiarity with ITSM tools preferred.
• Ability to follow troubleshooting procedures and escalate appropriately.
• Familiarity with ITSM tools like ServiceNow.

Responsibilities

• Provide first-line technical support and troubleshoot issues.
• Document ticket activity until resolution is achieved.
• Assist customers with inquiries related to IT services.
• Assist customers with inquiries related to business products and IT services.
• Monitor alerts and respond accordingly to maintain operational efficiency.
• Maintain knowledge base documentation for recurring issues and solutions.

Skills

Customer service skills

Technical troubleshooting

Communication skills

Service desk experience

Basic IT systems knowledge

Tools

ServiceNow

Job description

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com .

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com .

Job Description:

Essential Functions:

• Provide first-line technical support, troubleshooting hardware, software, and network issues.
• Log and document detailed ticket activity until resolution is achieved.
• Escalate complex issues to Level 2 support when necessary.
• Assist customers with inquiries related to business products and IT services.
• Monitor alerts and respond accordingly to maintain operational efficiency.
• Maintain knowledge base documentation for recurring issues and solutions.

Special Knowledge, Skills, and Abilities:

• Service desk background with experience in handling international calls.
• Relevant experience as per the role outlined
• Strong customer service and communication skills.
• Basic understanding of IT systems, networking, and Microsoft applications.
• Ability to follow troubleshooting procedures and elevate appropriately.
• Familiarity with ITSM tools like ServiceNow preferred.

Work Conditions:

• 24x7 support (rotational shifts).
• Full-time work from the office, all days.