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IT Service Desk Agent

Nesco Resource, LLC

Painted Post, NY

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JOB DETAILS
SALARY
$18–$19 Per Hour
SKILLS
Adobe Product Family, Analysis Skills, Asset Management, Call Centers, Cisco Network Systems, Citrix Product Family, Communication Skills, Customer Relations, Customer Support/Service, Detail Oriented, English Language, Google Chrome Browser, Help Desk, High School Diploma, Identify Issues, Incident Management, Information Technology & Information Systems, Interpersonal Skills, Knowledge Base, Knowledge Management, Leadership, Maintenance Services, Metrics, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Microsoft Windows System Administration, Mobile Devices, Multitasking, Organizational Skills, Printers, Printing, Service Level Agreement (SLA), ServiceNow, Software Administration, Support Documentation, Symantec Endpoint Security, Team Player, Technical Support, Telephone Skills, Time Management, VPN (Virtual Private Network), Willing to Travel
LOCATION
Painted Post, NY
POSTED
1 day ago

Overview

Client is seeking a Service Desk Agent to provide frontline IT support for authorized business devices, IT platforms, services, systems, and user requests. This role serves as a single point of contact for the user community through phone, chat, walk-up support, and incoming tickets.

Core Responsibilities

  • Respond courteously and promptly to user phone calls, live chats, incoming tickets, walk-up requests, and other assigned service channels.
  • Use ServiceNow to manage tickets throughout their lifecycle.
  • Support service desk metrics, targets, and goals.
  • Follow IT policies and documented processes, including Incident Management, Request Fulfillment, and Knowledge Management.
  • Use Knowledge Base articles to analyze, troubleshoot, resolve, or route technical incidents and service requests.
  • Provide Knowledge Base feedback to improve support documentation.
  • Work with vendor technical support to help resolve third-party service issues.
  • Maintain tickets according to process requirements and established SLAs.
  • Document troubleshooting steps, user communications, vendor updates, and escalation activity.
  • Proactively communicate with end users by phone, chat, and email to manage expectations.
  • Monitor the queue and action or route tickets as needed.
  • Support customer scheduling and follow-ups.
  • Inform leadership of broader issues impacting users or the team.
  • Share information and knowledge with teammates throughout the day.
  • Complete administrative requirements on time.
  • Answer, respond to, and route corporate calls as needed.

Essential Qualifications, Skills, and Technologies

  • Minimum of 2 years of IT Helpdesk or Service Desk experience.
  • High School Diploma or GED.
  • Customer service experience, preferably in a call center environment.
  • Strong technical ability with computers and mobile devices.
  • Ability to meet and keep a schedule.
  • Ability to multitask, complete tasks, and meet deadlines in a fast-paced environment.
  • Strong organization and planning skills.
  • Ability to handle changing priorities.
  • Strong attention to detail.
  • Ability to work in a team environment.
  • Strong interpersonal skills, empathy, patience, and clear communication.
  • Fluent in English with the ability to read, write, and comprehend.

Preferred Skills or Experience

  • Associate degree in IT or related professional certification.
  • Microsoft-based application support, including Windows 11, Microsoft O365, and Teams.
  • Experience with call management software such as Finesse or similar tools.
  • Quality or documentation experience.
  • Familiarity with Microsoft Azure.
  • Active Directory administration.
  • Outlook troubleshooting, including mail file size and data files.
  • Windows troubleshooting, including monitor display issues, printing, and connectivity.
  • Configuration and distribution of corporate mobile devices.
  • Cisco VPN and Pulse client troubleshooting.
  • Citrix connectivity support.
  • Symantec Endpoint Protection remediation.
  • LogMeIn remote connection utilization or similar remote support tools.
  • MEMC software deployment.
  • Asset management.
  • Edge and Google Chrome support.
  • Adobe product installation or configuration.
  • Printer and driver troubleshooting and installation.
  • ServiceNow or similar ticket management tools.
  • Knowledge Base utilization.

Work Details

  • In-office position and/or hybrid rotation.
  • Hybrid expectation is onsite 3 days per week and remote 2 days per week.
  • Schedule determined by team.
  • Monday–Friday, 8:00 AM–5:00 PM, or multiple shifts as needed.
  • Overtime is not anticipated.
  • Assignment through EOY with possibility of extension based on demand.
  • One-round, 30-minute video panel interview.
  • Travel: 0–10%; may require travel to Solutions Bar location within Valley when scheduled.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

About the Company

N

Nesco Resource, LLC

Companies need talent. You want job opportunities.

That’s where we come in. We create meaningful connections between companies and candidates, and we’ve been doing it for over 65 years.
Our national workforce solutions include contract, contract-to-hire, direct placement services, and managed services for a variety of industries.

We employ specialized recruiters focused in Engineering, Information Technology, Accounting & Finance, Administrative & Customer Service, and Manufacturing & Distribution.

When you need to find a job, we're your partner.

COMPANY SIZE
10,000 employees or more
INDUSTRY
Staffing/Employment Agencies
EMPLOYEE BENEFITS
Paid Sick Days, Parking, Performance Bonus, Employee Referral Program
FOUNDED
1956
WEBSITE
https://nescoresource.com/