Service Desk Agent

🔥 0 minutes ago

🥔 Idaho – Remote

🥔 Idaho – Remote

💵 $19 - $21 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Cayuse Holdings

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏛️ Government

🤝 B2B

🔒 Cybersecurity

Government • B2B • Cybersecurity

Cayuse Holdings is a company that represents a portfolio of businesses focused on delivering IT services across various sectors, including Government, Commercial, and Native Solutions. The company prioritizes long-term relationships with clients and provides a wide range of services, such as program and project management, cybersecurity operations, and systems implementation. With a commitment to sustainability and stewardship, Cayuse Holdings aims to make a positive impact while servicing federal, state, local governments, and tribal entities.

📋 Description

• Deliver exceptional customer service to clients and end users, ensuring efficient resolution of technology‑related problems and requests. • Operate within defined guidelines, policies, and procedures to independently provide a full range of IT support services. • Perform complex and advanced technical troubleshooting; accurately assess, document, and track issues in the problem management and IT service management tools. • Provide clear, prompt assistance and information to users, maintaining ownership of all customer interactions through resolution or appropriate escalation. • Conduct first‑line and some second‑line support activities, including: Logging, triaging, and resolving incidents and service requests. • Escalating issues in accordance with established escalation paths and SLAs. • Support mobile telephony and related devices, including configuration, troubleshooting, and user assistance. • Troubleshoot and support video conferencing systems, ensuring reliable meeting experiences. • Configure, set up, and support IP telephony solutions, including desk phones and softphones. • Create and manage end‑user accounts and associated permissions in accordance with security and access control policies. • Provide end‑user device management and support for desktops, laptops, tablets, and handheld devices (e.g., PDAs). • Utilize remote desktop tools to diagnose and resolve desktop support issues, including: Windows operating systems and Microsoft Office / Microsoft 365 applications, macOS and Apple productivity applications. • Administer and support the ServiceNow IT Service Management (ITSM) platform, including: Updating and maintaining the Service Catalog, Building and editing workflows, Supporting custom application deployments and associated web components, Troubleshooting application functionality and integrations. • Provide technical assistance for the resolution of incidents, problems, issues, and emergencies, including: Participating in major incident management activities, Coordinating escalation to the IT Operations Center (ITOC) and/or Major Incident Management Team, as appropriate. • Contribute to continuous service improvement by collecting, analyzing, and sharing data related to customer needs, incident trends, and service performance. • Monitor and report on the performance, availability, and reliability of IT systems and services as required. • Use effective, tactful communication and active listening skills to understand user needs and respond appropriately. • Communicate technical information, directions, and resolutions in language tailored to the audience’s technical and business understanding, using examples and analogies when helpful. • Provide timely status updates and feedback to internal and external customers via phone, email, and other communication channels. • Ensure customer satisfaction through diligent follow‑up, proactive communication, and special efforts when needed to resolve complex or sensitive issues. • Resolve issues in adherence to client standards, parameters, and guidelines, ensuring compliance with documented procedures. • Identify recurring or potential system problems and promptly escalate to the appropriate support teams or management for resolution. • Work collaboratively to achieve team objectives; actively solicit and value input from colleagues, demonstrate respect for diverse perspectives, and foster a culture of trust and openness. • Support onboarding and development of new team members by providing informal training, shadowing opportunities, and explanations of standard work processes and best practices.

🎯 Requirements

• High school diploma or GED required. • Prior Service Desk or customer service experience strongly preferred. • Three (3) to five (5) years of experience in computer systems, end‑user support, or IT support. • Hands‑on experience with the ServiceNow IT Service Management (ITSM) platform. • Demonstrated customer service background with a strong commitment to customer satisfaction. • Experience working in a call center or high‑volume support environment. • Professional experience within a technology support or IT operations organization. • Must be able to pass a background check. • May require additional background checks as required by projects and/or clients at any time during employment. • Excellent verbal communication skills, including clear, articulate speech and awareness of non‑verbal cues. • Strong written communication skills with the ability to document issues and resolutions accurately and concisely. • High level of comprehension to quickly understand and interpret customer‑reported issues. • Demonstrated problem‑solving ability in both internal and external customer situations. • Sound judgment and discretion in selecting appropriate actions and resolutions. • Ability to analyze issues, identify root causes, and determine effective corrective actions. • Strong capability to build rapport and maintain positive relationships with customers via phone, email, and other virtual channels. • Proven ability to independently troubleshoot and resolve problems with minimal supervision. • Effective active listening skills and cognitive ability to quickly locate, interpret, and convey requested information. • Ability to manage customer requests end‑to‑end and accurately documents all activities in work management and ticketing tools. • High attention to detail with a strong sense of initiative and ownership. • Proactive, adaptable, and flexible in responding to changing priorities and customer needs. • Consistently maintains a positive, professional attitude. • Ability to remain calm, patient, and effective when dealing with difficult customers and stressful situations. • Comfortable working both collaboratively in a team environment and independently as required. • Ability to handle multiple tasks simultaneously, including managing phone calls and responding to emails. • Proficiency in navigating standard user interface elements, including: Opening and closing windows, Navigating file structures (volumes and folders), Launching and closing applications, Selecting text or items with a mouse, Copying, cutting, and pasting text, Saving and printing documents. • Strong analytical and cognitive skills to diagnose and troubleshoot technical issues. • Dependable and accountable; consistently meets deadlines, produces accurate work, and keeps team members informed of issues and progress. • Demonstrated ability to learn quickly and perform effectively in a high‑energy, fast‑paced team environment. • Able to work effectively and respectfully in a diverse workplace. • Proficient with Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and SharePoint.

🏖️ Benefits

• Medical, Dental, and Vision Insurance • Flexible Spending Accounts • Basic Life and AD&D Insurance • Voluntary Life Insurance • 401(k) Retirement Savings Plan • Paid Time Off