Staffing - IT Customer Support Rep II

DivIHN Integration Inc; Painted Post (NY); Hybrid; USD 25,000 - 39,000; Full time

Benefits offered by this job

40 hours PTO/year

Hybrid work option

Job summary

DivIHN integrates IT asset performance services and is seeking a Service Desk Agent to provide first-line support for Corning IT platforms. You will handle user inquiries via phone, chat, and in-person channels, troubleshoot routine issues, and route complex problems to specialists.

The role requires 2+ years in IT helpdesk, strong English communication, and the ability to work in a hybrid environment onsite 3 days/week and remote 2 days/week.

Qualifications

• Associate degree in IT or related certification preferred.
• High School Diploma or GED required.
• 2+ years IT Helpdesk or Service Desk experience preferred.

Responsibilities

• Respond courteously to user calls, chats, and tickets.
• Use ServiceNow to manage tickets throughout their lifecycle.
• Meet or exceed Service Desk metrics and SLAs.
• Follow IT policies and incident management processes.
• Provide timely analysis and routing of technical incidents.

Skills

Time management

Customer service

Communication

Self-starter

Technical ability

English fluency

Education

Associate degree in IT or related certification

High School Diploma or GED

Tools

ServiceNow

Finesse

Citrix

Active Directory

Microsoft Office

Job description

MAX BILL RATE - /hour
This is the pay range that Magnit reasonably expects to pay someone for this position, however, as a supplier your expected pay range may differ: /hour- /hour. Benefits: It is recommended that employers include a general description of any health or compulsory benefits for compliance with Pay Transparency laws.
THIS IS A SERVICE DESK AGENT POSITION**

- Hours: M-F (8am-5pm) or Multiple shifts could change for needed shifts. OT not anticipated.

- In Office Position and/or Hybrid Rotation - Hybrid expectation is that agents will be onsite 3 days/week and remote 2 days/week. Schedule determined with Corning team.
- Agent must follow the ITSD Contingent Worker Handbook Policy outlined. Must maintain performance and attendance expectations as outlined in the policy. Will review requirements during our spotlight call.

- Eligible to receive 40 hours PTO/year. Limit to 16 hours during 5 month assignment.

- Assignment through EOY, Possibility of extension based on demand.
- Interview process: One round - 30 minute video panel interview.

SCOPE/PURPOSE OF POSITION

To provide support of authorized IT Devices for business use in connection with Corning 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.

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 Corning 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

EDUCATION REQUIREMENTS

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

WORK EXPERIENCE

• A minimum of 2 year of IT Helpdesk or Service Desk experience

REQUIRED SKILLS

• 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

DESIRED SKILLS

• 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

Travel

0-10% - Will be required to travel to Solutions Bar location within Corning Valley when scheduled.

Additional Details

• Job Category : Information Technology
• Will the candidate be required to work at an international location? : No
• List any international travel or work locations : (No Value)
• Is this a Department of Defense (DOD) position that requires a US citizen? : No
• Is this assignment working on an International Traffic in Arms Regulations (ITAR) project? : No
• Will you require a new cube or hard office in the Corning Valley for your contingent worker? : No

Qualification Assessment Must Have IT

Apple/Mac

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

Be confident and adaptable

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

Communicate and engage

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

Focus on Customers

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

Microsoft Office

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

Microsoft PowerPoint

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

Microsoft Suite, (Word, Excel, Outlook, Access)

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

Microsoft Windows

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

MS - Exchange

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

MS - Sharepoint

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

Sharepoint

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

Technical adeptness

-1 (0 - No Familiarity) of 5 (5 - Expert)

and 0 years

About us:

DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.

DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.