SERVICE DESK AGENT - Contract

TalentBurst, Inc.

Painted Post, NY

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JOB DETAILS

SALARY

$19–$19.65 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, Documentation, 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, Metrics, Microsoft Active Directory, Microsoft Outlook, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Microsoft Windows System Administration, Mobile Devices, Multitasking, Organizational Skills, Painting (Facilities and Maintenance), Printers, Printing, Problem Solving Skills, Process Management, Schedule Development, Service Level Agreement (SLA), ServiceNow, Symantec Endpoint Security, Technical Support, Telephone Skills, Time Management, VPN (Virtual Private Network)

LOCATION

Painted Post, NY

POSTED

2 days ago

Job Title: Service Desk Agent
Location: Painted Post, NY - Hybrid
Duration: 05+ Months

Hours: Mon - Fri (8:00 am - 5:00 pm) or Multiple shifts could change for needed shifts. OT not anticipated.
In Office Position and/or Hybrid Rotation - Hybrid expectation is that agents will be onsite 3 days/week and remote 2 days/week. Schedule determined with Client 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 our spotlight call.

SCOPE/PURPOSE OF POSITION:
To provide support of authorized IT Devices for business use in connection with Client 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 Client 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)
- High School Diploma or GED (Minimum 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

#TB_OTH
#ZR

About the Company

TalentBurst, Inc.

For over 20 years, TalentBurst Inc. has been an award-winning provider of cutting-edge Workforce Management Solutions. With a strong commitment to staying ahead in the tech landscape, we pioneer innovative approaches to talent acquisition. Our expertise spans Life Sciences, and Healthcare Staffing, Banking, Financial, IT, and Engineering, as well as Global Employer of Record (EOR), Agent of Record (AOR), State, Local Government and Education (SLED), and IC validation/compliance services. Additionally, our division, TalentProcure, leads the industry with offerings such as High Hazard Payroll, Managed Services, and Vendor on Premise (VOP) solutions.

Due to our prioritization of excellent standards, we are Joint Commission Certified and are a certified Minority Business Enterprise (MBE) in the USA and Canada. Supporting over 130 Fortune 500 companies globally, we excel in navigating the landscape of talent acquisition. In a world of constant change, we embrace developing people-centric solutions that address the unique demands of our clients. Stay connected by visiting our website and following us on social media!

COMPANY SIZE

5,000 to 9,999 employees

INDUSTRY

Staffing/Employment Agencies

FOUNDED

2002

WEBSITE

http://www.talentburst.com/