Job Description

Position Summary

The IT Service Desk Agent provides technical support for authorized IT devices, systems, and applications across business operations. Acting as the first point of contact, the agent ensures timely resolution of technical issues through phone, chat, and walk-up channels, while maintaining high service quality, documentation standards, and adherence to IT policies and procedures.

Key Responsibilities

• Respond promptly and courteously to user inquiries via phone, chat, walk-up, and ticketing systems.
• Use ServiceNow or similar tools to manage, document, and track incidents and requests throughout their lifecycle.
• Follow established IT policies and processes, including Incident Management, Request Fulfillment, and Knowledge Management.
• Execute Knowledge Base (KB) articles to diagnose, troubleshoot, and resolve user issues; provide feedback for KB improvement.
• Communicate proactively with end users to manage expectations and ensure timely ticket updates.
• Collaborate with vendors and internal IT teams for effective issue resolution.
• Monitor service queues and route tickets appropriately to specialized support teams.
• Meet or exceed service desk performance metrics and SLA requirements.
• Report recurring or widespread technical issues to leadership.
• Participate in daily team collaboration and knowledge sharing.
• Complete all administrative and reporting tasks accurately and on time.
• Handle and route corporate calls as needed.

Education Requirements

• Preferred: Associate Degree in IT or relevant professional certification.
• Required: High School Diploma or GED.

Experience Requirements

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

Required Skills

• Excellent time management and multitasking abilities.
• Strong customer service skills , preferably in a call center or technical support environment.
• Detail-oriented, organized, and capable of handling shifting priorities.
• Solid technical knowledge of computers, mobile devices, and common software platforms.
• Effective communication , interpersonal skills, empathy, and patience.
• Fluent in English (verbal and written).
• Team player with a self-motivated and positive attitude.

Desired Skills

• Proficiency in Microsoft Windows 11 , O365 , and Teams .
• Experience with ServiceNow , Cisco VPN , Citrix , Finesse , or similar systems.
• Familiarity with Active Directory Administration , Azure , and Symantec Endpoint Protection .
• Troubleshooting experience with Outlook , printing , display issues , network connectivity , and browser support (Edge, Chrome) .
• Ability to configure and distribute corporate mobile devices .
• Experience with remote support tools (e.g., LogMeIn or similar).
• Software installation/configuration (Adobe products, custom tools).
• Understanding of asset management and software deployment (e.g., MEMC).
• Strong documentation and quality assurance habits.

Additional Information

• Must comply with company IT policies, attendance, and performance standards.
• Hybrid schedule and on-site days determined by management.
• Must maintain confidentiality and adhere to data security requirements.

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