Service Desk Agent

Position Summary

We are seeking an experienced Service Desk Agent to provide technical support to employees experiencing issues with computers, software, mobile devices, and other IT services.

This individual will serve as the first point of contact for technical issues through phone calls, live chats, tickets, and walk-up support.

The Service Desk Agent will troubleshoot common technical problems, document incidents in ServiceNow, resolve issues when possible, and escalate more complex problems to the appropriate technical teams.

The ideal candidate has a strong customer service background, hands-on IT troubleshooting experience, and the ability to manage multiple support requests in a fast-paced environment.

Key Responsibilities

• Respond to incoming technical support requests through phone, chat, tickets, and walk-up interactions.

• Troubleshoot common hardware, software, connectivity, and mobile device issues.

• Create, update, manage, and close service tickets using ServiceNow.

• Follow established incident management, request fulfillment, and knowledge management procedures.

• Use knowledge base articles to troubleshoot issues and provide consistent solutions.

• Escalate unresolved or complex technical problems to specialized IT support teams.

• Monitor ticket queues and prioritize incidents based on urgency and business impact.

• Maintain accurate documentation of troubleshooting steps, communications, and resolutions.

• Follow up with users to provide updates and ensure issues are resolved.

• Work with internal IT teams and third-party vendors when additional assistance is needed.

• Meet service desk performance expectations and service-level agreements (SLAs).

• Identify recurring technical issues and notify leadership when broader problems arise.

• Assist with routing corporate calls when needed.

Required Qualifications

Education

- High school diploma or GED.

Experience

• Minimum of 2 years of IT Helpdesk or Service Desk experience.

• Customer service experience, preferably in a call center environment.

• Experience supporting computers, mobile devices, and common technical issues.

Core Skills

• Strong troubleshooting and problem-solving abilities.

• Excellent verbal and written communication skills.

• Ability to manage multiple tickets and changing priorities.

• Strong time management and organizational skills.

• Patience, professionalism, and customer service skills.

• Ability to work independently and collaboratively.

• Attention to detail and accurate documentation.

• Fluency in English, including reading, writing, and comprehension.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.