Service Desk Agent

Overview

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: 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 escalate 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 escalate 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.

To be considered for this opportunity, please apply directly through our website by clicking the link below.