Service Desk Agent

Job Description

Job Description

Overview
The Service Desk Agent serves as the primary point of contact for Client users, providing timely and effective support for IT devices, platforms, resources, services, and systems. This role is part of the Service Desk team and supports users through phone, chat, walk-up requests, and ticket-based channels.
The position focuses on troubleshooting common technical issues, fulfilling service requests, managing incidents through established processes, and routing complex issues to the appropriate support teams. Success in this role requires strong customer service, technical troubleshooting skills, and the ability to manage multiple priorities in a fast-paced environment.

Core Responsibilities
• Respond promptly and professionally to user phone calls, live chats, incoming tickets, and other assigned support channels.
• Manage and maintain tickets throughout their lifecycle using ServiceNow, ensuring timely updates and adherence to established SLAs.
• Troubleshoot and resolve technical incidents and service requests using Knowledge Base articles and documented processes.
• Route incidents and requests to specialized support teams when advanced assistance is required.
• Monitor service queues, take appropriate action on tickets, and ensure accurate documentation of troubleshooting activities and communications.
• Communicate proactively with end users through phone, chat, and email to provide updates and manage expectations.
• Coordinate customer scheduling and follow-up activities related to support requests.
• Collaborate with vendors and internal IT teams to facilitate resolution of third-party service issues.
• Contribute to Service Desk performance goals and metrics while following Incident Management, Request Fulfillment, and Knowledge Management processes.
• Share knowledge with teammates, report broader issues impacting users or the team, and complete administrative requirements on time.
• Answer, respond to, and route corporate calls as needed.

Essential Qualifications, Skills, and Technologies
• High School Diploma or GED required.
• Minimum of 2 years of IT Help Desk or Service Desk experience.
• Strong customer service experience, preferably in a call center environment.
• Ability to manage time effectively, maintain schedules, multitask, and meet deadlines in a fast-paced environment.
• Strong technical aptitude with computers and mobile devices.
• Excellent organizational, planning, interpersonal, communication, empathy, and problem-solving skills.
• Self-motivated team player with a strong work ethic, positive attitude, and attention to detail.
• Fluent English communication skills with the ability to read, write, and comprehend effectively.

Preferred Skills or Experience
• Associate degree in Information Technology or a related professional certification.
• Experience supporting Microsoft technologies, including Windows 11, Microsoft 365, and Microsoft Teams.
• Experience with call management software such as Finesse or similar platforms.
• Knowledge of Microsoft Azure.
• Active Directory administration experience.
• Experience troubleshooting Outlook issues, including mail file size and .ost data files.
• Experience with Windows troubleshooting, including display, printing, and connectivity issues.
• Experience configuring and distributing corporate mobile devices.
• Troubleshooting experience with Cisco VPN and Pulse clients.
• Experience supporting Citrix connectivity.
• Experience remediating Symantec Endpoint Protection issues.
• Experience using LogMeIn or similar remote support tools.
• Experience with MEMC software deployment.
• Asset management experience.
• Experience supporting Microsoft Edge and Google Chrome.
• Experience installing and configuring Adobe software products.
• Printer and driver installation and troubleshooting experience.
• Experience using ServiceNow or similar ticket management tools.
• Experience utilizing and contributing to knowledge base resources.
• Quality assurance and documentation experience.

Work Details
• Location: Charlotte, NC.
• Hybrid schedule with an expectation of working onsite 3 days per week and remotely 2 days per week. Schedule will be determined with the team.
• Standard hours are Monday through Friday, 8:00 AM to 5:00 PM. Additional shift schedules may be required based on business needs.
• Overtime is not anticipated.

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.