Service Desk Agent

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $15 - $16 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cayuse Holdings

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

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 high-quality customer service and resolve technology problems and requests • Operate within established guidelines and independently provide customer services • Perform technical troubleshooting and accurately record problems in the problem management tool • Provide first-line troubleshooting and take ownership of customer interactions • Support mobile telephony, devices, video conference units, and IP telephony • Create end-user accounts and set permissions • Manage and support desktops, laptops, and PDAs • Use remote desktop tools to diagnose and troubleshoot Windows, Microsoft, macOS, and Apple application issues • Administer the ServiceNow IT Service Management System, including service catalog updates, workflows, custom applications, websites, and integrations • Support resolution of incidents, issues, emergencies, and major incident escalations • Collect customer requirements and support continuous improvement • Monitor and report on IT systems and service performance • Communicate technical directions and resolutions appropriately to customers • Provide timely feedback via phone, email, and other communication methods • Follow up to ensure customer satisfaction • Identify potential system problems and escalate them for resolution • Collaborate with team members toward solutions • Assist with training new employees through shadowing and work-process explanations

🎯 Requirements

• High school diploma or GED required • Two (2) to five (5) years of experience in computer systems, customer support or IT support • Service Desk or Customer Service experience preferred • Experience with ServiceNow IT Service Management System • Customer service experience and strong focus on customer satisfaction • Call center experience • Experience in a technology support organization • Must be able to pass a background check; additional project/client background checks may be required • Strong verbal and written communication skills • Problem-solving and root-cause analysis abilities • Ability to independently solve problems and work both independently and as part of a team • Ability to handle phone contacts and emails simultaneously • Proficiency navigating common user interface elements and file structures • Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint • Ability to work nights, weekends, holidays, and hours outside normal business hours as needed • Ability to establish a productive and professional workspace • Associate degree or technical training in Computer Science, Information Systems Management, or equivalent related work experience preferred

🏖️ Benefits

• Medical, Dental and Vision Insurance • Wellness Program • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter) • Short-Term and Long-Term Disability options • Basic Life and AD&D Insurance (Company Provided) • Voluntary Life and AD&D options • 401(k) Retirement Savings Plan with matching after one year • Paid Time Off • Remote work environment • Training and professional development opportunities • Potential flexible schedule