Cayuse Holdings · 4 weeks ago
Service Desk Agent
United States
Full-time
Remote
Mid Level
$19.50/hr - $21/hr
3+ years expCayuse Holdings is a company focused on delivering high-quality technical support. The Service Desk Agent role involves providing customer-focused support to end users, ensuring the timely resolution of technology incidents and service requests while promoting continuous service improvement.
Finance
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
Qualification
Required
High school diploma or GED required
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
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
Preferred
Prior Service Desk or customer service experience strongly preferred
Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a related field
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
Company
Cayuse Holdings
Cayuse Holdings is an economic enterprise that specializes in providing sourcing and diversity solutions.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase