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About the Role

Join a fast-paced IT Service Desk team providing first-level technical support to end users across multiple communication channels. Serve as the primary point of contact for IT support requests, delivering exceptional customer service while troubleshooting hardware, software, mobile device, and application issues.

Responsibilities

• Provide first-level technical support via phone, chat, walk-up, and ticketing systems.
• Troubleshoot and resolve hardware, software, account, and mobile device issues or escalate as appropriate.
• Manage incidents and service requests using ServiceNow or similar ITSM platform.
• Maintain accurate ticket documentation and provide timely updates to users.
• Meet established service level agreements (SLAs), quality standards, and customer satisfaction goals.
• Utilize knowledge base articles and contribute feedback to improve documentation.
• Coordinate with internal IT teams and third-party vendors to resolve technical issues.
• Monitor service queues, prioritize requests, and route tickets appropriately.
• Communicate proactively with users regarding issue status and resolution.
• Collaborate with teammates to improve service delivery and knowledge sharing.
• Complete administrative tasks and documentation accurately and on time.
• Support incoming corporate call routing when required.

Requirements

• Minimum of 2 years of IT Help Desk or Service Desk experience.
• Fluent in Spanish and English, with strong verbal and written communication skills.
• Excellent customer service skills, preferably in a call center or technical support environment.
• Strong troubleshooting skills for Windows PCs, laptops, mobile devices, and Microsoft applications.
• Experience supporting Microsoft Windows 11, Microsoft 365, Outlook, Teams, and Office applications.
• Working knowledge of ServiceNow or similar ticket management system.
• Experience with Active Directory administration and Microsoft Azure.
• Familiarity with VPN connectivity, Citrix, Outlook troubleshooting, browser support, Adobe applications, printers, and remote support tools.
• Strong organizational, multitasking, and time management skills.
• Self-motivated with excellent problem-solving abilities and attention to detail.
• Ability to work effectively in a team-oriented, fast-paced environment.
• Must be able to commute and work onsite in Painted Post, NY.
• Must be able to work on a W2 Tax basis.
• Up to 10% local travel may be required.

Skills

• Technical support
• Customer service
• Troubleshooting
• ServiceNow
• ITSM
• Windows 11
• Microsoft 365
• Active Directory
• Microsoft Azure
• VPN
• Citrix
• Bilingual (English/Spanish)

Location

• Painted Post, NY

Work Type

• Contract
• Onsite
• Full-time

Experience Level

• Minimum of 2 years

Education Level

• High School Diploma or GED required
• Associate degree in Information Technology or related field preferred
• Equivalent IT certification preferred

Salary/Compensations

• Based on experience

About the Company

• CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility.
• Backed by more than 60 years’ experience.
• Operates across the Americas, Europe, and India with over 9,000 team members.

Equal Opportunity

• CTG is an Equal Employment Opportunity employer.
• CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law.