Staffing - IT Customer Support Rep.
The Fountain Group, Painted Post, New York, United States, 14870
The Fountain Group iscurrentlyseeking a Service Desk Agent- for a prominent clientofours.This position is based in Painted Post, NY. Details for the positionare as follows:
Job Title Service Desk Agent
Pay $19-20/hour
Position Type 6-month contract (possibility of extension)
Schedule Monday–Friday, 8:00AM – 5:00 PM (shifts may vary based on business needs; some overtime expected)
Location Hybrid rrotation (expected 3 days onsite, 2 days remote; schedule coordinated with team)
Job Summary We are seeking a motivated Service Desk Agentto provide high-quality IT support to end users via phone, chat, and ticketing systems. The agent will troubleshoot hardware, software, and network issues, manage tickets in ServiceNow or similar tools, and ensure timely resolution in accordance with company IT policies and service standards.
Key Responsibilities
Respond promptly to user calls, live chats, incoming tickets, and other service channels
Utilize ticket management tools to manage tickets throughout their lifecycle
Provide effective troubleshooting and resolution using Knowledge Base (KB) articles and escalate when necessary
Collaborate with vendors and internal teams for third-party service resolutions
Maintain tickets accurately and proactively communicate with users regarding status and updates
Monitor ticket queues and route issues appropriately
Fulfill administrative requirements and corporate call routing
Support desktop, mobile, and application troubleshooting including Outlook, Windows, VPN, Citrix, Adobe products, and printers
Deploy software, manage assets, and provide end-user support for Microsoft 365 applications, Teams, and browsers
Contribute to team knowledge sharing and follow IT policies, including incident management, request fulfillment, and knowledge management
Travel 0–10% to local support locations as needed
Education Requirements
Associate degree in IT or related professional certification – Preferred
Minimum High School Diploma or GED – Required
Work Experience
Minimum 2 years of experience in IT Helpdesk or Service Desk roles
Required Skills
Customer service experience, preferably in a call center environment
Strong technical abilities with computers, mobile devices, and troubleshooting
Time management, organization, and multitasking skills in fast-paced environments
Strong work ethic, attention to detail, and positive attitude
Self-starter with ability to work in a team and motivate others
Clear communication skills, empathy, and patience
Fluent in English (reading, writing, and comprehension)
Desired Skills
Microsoft-based applications (Windows 11, Microsoft 365, Teams)
Call management software (Finesse or similar)
Microsoft Azure familiarity
Active Directory administration
Outlook troubleshooting (mail file size, OST files)
Windows troubleshooting (printing, monitors, connectivity)
Configuration & distribution of corporate mobile devices
VPN and Citrix support
Symantec Endpoint Protection remediation
Remote connection tools (LogMeIn or similar)
MEMC software deployment
Asset management
Browser support (Edge, Chrome)
Adobe software installation/configuration
Printer/driver installation and troubleshooting
ServiceNow or similar ticketing tools
Knowledge Base utilization and documentation
Benefits
Eligible for 40 hours PTO/year (max 20 hours during 6-month assignment)
Opportunity to extend contract based on demand
Interview Process
One round: 30-minute video panel interview
#J-18808-Ljbffr
Job Title Service Desk Agent
Pay $19-20/hour
Position Type 6-month contract (possibility of extension)
Schedule Monday–Friday, 8:00AM – 5:00 PM (shifts may vary based on business needs; some overtime expected)
Location Hybrid rrotation (expected 3 days onsite, 2 days remote; schedule coordinated with team)
Job Summary We are seeking a motivated Service Desk Agentto provide high-quality IT support to end users via phone, chat, and ticketing systems. The agent will troubleshoot hardware, software, and network issues, manage tickets in ServiceNow or similar tools, and ensure timely resolution in accordance with company IT policies and service standards.
Key Responsibilities
Respond promptly to user calls, live chats, incoming tickets, and other service channels
Utilize ticket management tools to manage tickets throughout their lifecycle
Provide effective troubleshooting and resolution using Knowledge Base (KB) articles and escalate when necessary
Collaborate with vendors and internal teams for third-party service resolutions
Maintain tickets accurately and proactively communicate with users regarding status and updates
Monitor ticket queues and route issues appropriately
Fulfill administrative requirements and corporate call routing
Support desktop, mobile, and application troubleshooting including Outlook, Windows, VPN, Citrix, Adobe products, and printers
Deploy software, manage assets, and provide end-user support for Microsoft 365 applications, Teams, and browsers
Contribute to team knowledge sharing and follow IT policies, including incident management, request fulfillment, and knowledge management
Travel 0–10% to local support locations as needed
Education Requirements
Associate degree in IT or related professional certification – Preferred
Minimum High School Diploma or GED – Required
Work Experience
Minimum 2 years of experience in IT Helpdesk or Service Desk roles
Required Skills
Customer service experience, preferably in a call center environment
Strong technical abilities with computers, mobile devices, and troubleshooting
Time management, organization, and multitasking skills in fast-paced environments
Strong work ethic, attention to detail, and positive attitude
Self-starter with ability to work in a team and motivate others
Clear communication skills, empathy, and patience
Fluent in English (reading, writing, and comprehension)
Desired Skills
Microsoft-based applications (Windows 11, Microsoft 365, Teams)
Call management software (Finesse or similar)
Microsoft Azure familiarity
Active Directory administration
Outlook troubleshooting (mail file size, OST files)
Windows troubleshooting (printing, monitors, connectivity)
Configuration & distribution of corporate mobile devices
VPN and Citrix support
Symantec Endpoint Protection remediation
Remote connection tools (LogMeIn or similar)
MEMC software deployment
Asset management
Browser support (Edge, Chrome)
Adobe software installation/configuration
Printer/driver installation and troubleshooting
ServiceNow or similar ticketing tools
Knowledge Base utilization and documentation
Benefits
Eligible for 40 hours PTO/year (max 20 hours during 6-month assignment)
Opportunity to extend contract based on demand
Interview Process
One round: 30-minute video panel interview
#J-18808-Ljbffr