IT Service Desk Agent.

IT Service Desk Agent - Painted Post, NY (Hybrid)

$19/hr

Location: In Office and/or Hybrid Rotation (3 days onsite / 2 days remote)

Hours: M-F (8am-5pm) or Multiple shifts could change for needed shifts. Some OT expected for this position
Hybrid expectation is that agents will be onsite 3 days/week and remote 2 days/week. Schedule determined with 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 spotlight call.
Eligible to receive 40 hours PTO/year. Limit to 20 hours during 6 month assignment.

Interview Process: One round - 30 minute video panel interview

Travel: 0-10% - Will be required to travel to Solutions Bar location within the Valley when scheduled

Scope / Purpose of Position

To provide support of authorized IT Devices for business use in connection with 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 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
Minimum High School Diploma or GED 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