IT Service Desk Agent

Location: Charlotte, NC. Pay: $20/HR. Hours: M‑F (8am‑5pm). Hybrid expectation: onsite 3 days/week, remote 2 days/week. Assignment through EOY, with possibility of extension based on demand.

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, including 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.

Qualifications

• Education: Associate degree in IT or related professional certification (Preferred); High School Diploma or GED (Minimum Required).
• Work Experience: Minimum of 2 years of IT Helpdesk or Service Desk experience (Required).

Skills

Required:

• 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 attention to detail and a positive attitude.
• Self‑starter, able to work in a 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.
• Fluency in English (read, write, comprehend).

Desired:

• 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.