Service Desk Agent

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: Charlotte, NC
Candidates must be able to commute and work onsite in Charlotte, NC
Pay Rate: Based on experience
Work Hours: M-F 8am-5pm
Education: High School Diploma or GED required;
Associate degree in IT or related professional certification preferred

The Service Desk Agent provides technical support for authorized IT devices, platforms, resources, services, and systems. As part of the Service Desk team, this role serves as a single point of contact for users, providing timely troubleshooting and resolution of common technical issues and requests or routing tickets to specialized support teams. Support is provided through phone, chat, walk-up, and ticketing channels.

• Respond courteously and promptly to user calls, live chats, tickets, and assigned service channels.
• Manage service tickets throughout their lifecycle using Service Now or a similar ticketing system.
• Troubleshoot and resolve common hardware, software, connectivity, printing, mobile device, and application issues.
• Follow established Incident Management, Request Fulfillment, Knowledge Management, and service desk procedures.
• Use knowledge base articles to troubleshoot and resolve incidents and requests; provide feedback to improve documentation.
• Maintain accurate ticket documentation, communications, troubleshooting steps, and resolution details while meeting established SLAs.
• Monitor service queues and appropriately action or route tickets to advanced support teams.
• Coordinate customer scheduling and follow-ups and proactively communicate status and expectations.
• Work with vendor technical support and other IT teams to resolve issues.
• Support Microsoft Windows, Microsoft 365, Teams, Outlook, browsers, Adobe products, VPN, Citrix, and other enterprise applications.
• Provide support for corporate mobile devices, printers, drivers, and software installations.
• Assist with asset management and software deployment activities.
• Escalate broader technical or service-impacting issues to leadership.
• Answer, respond to, and route corporate calls as needed.
• Collaborate with teammates to share technical information and knowledge while completing administrative requirements on time.

• Minimum of 2 years of IT Help Desk or Service Desk experience.
• Strong customer service skills, preferably in a call center or technical support environment.
• Strong technical aptitude with computers and mobile devices.
• Experience with Service Now or a similar ticket management system.
• Working knowledge of Windows 11, Microsoft 365, Teams, Outlook, Edge, and Google Chrome.
• Experience troubleshooting Windows, connectivity, VPN, printing, monitor/display, and application issues.
• Strong organization, time management, multitasking, and problem-solving skills.
• Ability to manage changing priorities and meet deadlines in a fast-paced environment.
• Strong interpersonal, communication, empathy, and customer service skills.
• Detail-oriented, dependable, self-motivated, and able to work effectively as part of a team.
• Fluent in English, with the ability to read, write, and comprehend effectively.

• Microsoft Azure and Active Directory.
• Call management software such as Cisco Finesse or similar.
• Outlook mail file and data file troubleshooting, including OST issues.
• Corporate mobile device configuration and distribution.
• Cisco VPN and Pulse Secure troubleshooting.
• Citrix connectivity and troubleshooting.
• Endpoint protection remediation.
• Remote support tools such as Log Me In  or similar.
• MEM/endpoint software deployment.
• IT asset management.
• Printer and driver installation and troubleshooting.
• Adobe product installation and configuration.
• Knowledge base utilization and technical documentation.

• 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.

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any…