Service Desk Agent

Key Responsibilities
Respond 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 Service Desk metrics, targets and goals
Follow 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, including timely updates to track troubleshooting 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
Perform customer scheduling and 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
Required Qualifications
2+ years of experience
High School Diploma or GED
Associate degree in IT or related field
Related professional IT certification
English
Skills
ServiceNow
Windows 11
Microsoft O365
Microsoft Teams
Microsoft Azure
Active Directory Administration
Outlook Troubleshooting
Windows Troubleshooting
Cisco VPN Troubleshooting
Citrix Connectivity Support
Symantec Endpoint Protection Remediation
LogMeIn Remote Support
MEMC Software Deployment
Browser Support (Edge and Google Chrome)
Adobe Products Installation and Configuration
Printer and Driver Troubleshooting
Call Management Software (Finesse or Similar)
Computers and Mobile Devices Support
IT Helpdesk Support
Customer Service
Incident Management
Knowledge Base Utilization
Ticket Routing and Escalation
Vendor Support Coordination
Asset Management
Quality and Documentation Experience
Mobile Device Configuration and Distribution
Schedule
Start date: 2026-10-19