Service Desk Agent

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.

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 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.
• Other duties as assigned.

Qualifications – Here’s What You Need

• 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.

Minimum Skills:

• 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.

Desired Qualifications:

• Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a related field.

Our Commitment to You / Overview of 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

Reports to: Delivery Manager

Working Conditions

• Professional remote office environment.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.