Service Desk Agent in Painted Post, New York at Painted Post, New York

CTG's long-standing Fortune 500 client of over 15 years has a W2 contract assignment for a Service Desk Agent.

Type: Contract
Job Title: Service Desk Agent
Location: Painted Post, NY
Candidates must be able to commute and work onsite in Painted Post, NY
Pay Rate: Based on experience
Work Hours: M-F 8:00 AM - 5:00 PM
Education: High School Diploma or GED required; Associate degree in Information Technology or related field, or equivalent IT certification preferred.

Join a fast-paced IT Service Desk team providing first-level technical support to end users across multiple communication channels, including phone, chat, walk-up support, and ticketing systems. The Service Desk Agent serves as the primary point of contact for IT support requests, delivering exceptional customer service while troubleshooting hardware, software, mobile device, and application issues. This role requires strong technical aptitude, bilingual communication skills (English/Spanish), and the ability to thrive in a collaborative, customer-focused environment.

• Provide first-level technical support via phone, chat, walk-up, and ticketing systems.
• Troubleshoot and resolve hardware, software, account, and mobile device issues or escalate as appropriate.
• Manage incidents and service requests using ServiceNow or similar ITSM platform.
• Maintain accurate ticket documentation and provide timely updates to users.
• Meet established service level agreements (SLAs), quality standards, and customer satisfaction goals.
• Utilize knowledge base articles and contribute feedback to improve documentation.
• Coordinate with internal IT teams and third-party vendors to resolve technical issues.
• Monitor service queues, prioritize requests, and route tickets appropriately.
• Communicate proactively with users regarding issue status and resolution.
• Collaborate with teammates to improve service delivery and knowledge sharing.
• Complete administrative tasks and documentation accurately and on time.
• Support incoming corporate call routing when required.

• Minimum of 2 years of IT Help Desk or Service Desk experience.
• Fluent in Spanish and English, with strong verbal and written communication skills.
• Excellent customer service skills, preferably in a call center or technical support environment.
• Strong troubleshooting skills for Windows PCs, laptops, mobile devices, and Microsoft applications.
• Experience supporting Microsoft Windows 11, Microsoft 365, Outlook, Teams, and Office applications.
• Working knowledge of ServiceNow or similar ticket management system.
• Experience with Active Directory administration and Microsoft Azure.
• Familiarity with VPN connectivity, Citrix, Outlook troubleshooting, browser support, Adobe applications, printers, and remote support tools.
• Experience with software deployment and IT asset management is preferred.
• Strong organizational, multitasking, and time management skills.
• Self-motivated with excellent problem-solving abilities and attention to detail.
• Ability to work effectively in a team-oriented, fast-paced environment.
• Up to 10% local travel may be required.

Additional Information

• Travel up to 10% may be required to support nearby IT service locations.
• No third party resumes will be accepted.
• Drug testing and/or other employment-related inquiries may be conducted.
• CTG will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
• All interested individuals MUST be able to work on a W2 Tax basis (no C2C or third party vendors).
• CTG is an Equal Employment Opportunity employer.
• CTG is an E-Verify Company.

To be considered for this opportunity, please apply directly through our website by clicking the link below.