Service Desk Agent

** Overview*
* *
* JOB TITLE:

** Service Desk Agent

*
* LOCATION:

** Remote

** PAY RATE:** $19.50-$21.00 per hour

** EMPLOYEE TYPE:
** Full-Time Hourly Non-Exempt

** The Work*
* The Service Desk Agent  delivers high‑quality, customer‑focused technical support to end users, ensuring timely and effective resolution of technology incidents and service requests. This role operates within established processes and procedures while providing comprehensive troubleshooting, system administration, and continuous service improvement in a fast‑paced environment.  It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication.

This position aligns with Cayuse's core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

** Responsibilities*
* ** Key Responsibilities*
* + 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 Service Now 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…