Job Title: Service Desk Agent

Cayuse Company: Cayuse Civil Services

Location: Remote

Hourly Rate: $15.00-$16.00 per hour

Employee Type: Full-Time Hourly Non-Exempt

The Work

The Service Desk Agent delivers customer service solutions in adherence to service level agreements, ensuring alignment with company and project quality and performance standards. This role involves providing timely, dependable, and precise information to customers while fostering clear and 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

• Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests.
• Operates within established guidelines and procedures to independently deliver a full range of services to the customer .
• Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool.
• Provide assistance and information to the customer in a prompt manner.
• Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilizing appropriate follow-through, and logging all customer interactions for escalated matters.
• Mobile telephony and device support.
• Video Conference Unit Troubleshooting.
• IP Telephony setup and support.
• Creation of end user accounts and setting permissions.
• Provide end user device management and support, including desktops, laptops, and PDAs.
• Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications.
• Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations).
• Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident management escalation to ITOC and/or Major Incident Management Team.
• Manage continuous improvement through ongoing collection of data and information regarding customer requirements.
• Monitor and report on performance of IT systems and services.
• Understand and respond to others’ using active listening skills and tactful communication.
• Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding.
• Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication.
• Ensures customer satisfaction through follow-up and special efforts.
• Resolve issues following the parameters and guidelines of the client.
• Identify potential system problems and escalate to department contact for resolution.
• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
• Assist new employees with training through shadowing opportunities and explanation of work process.

Qualifications – Here’s What You Need

• High school diploma or GED required.
• Experience preferred Service Desk or Customer Service experience.
• Two (2) to five (5) years of experience in computer systems, customer support or IT support.
• Experience with ServiceNow IT Service Management System.
• Customer service experience and strong focus on customer satisfaction.
• Call center experience.
• Experience in a technology support 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:

• Strong ability to speak with clarity and articulation. 
• Strong communication skills; both verbal and written.
• High degree of comprehension of the issues presented by customers.
• High degree of problem solving Internal/External Relationships.
• Apply discretion resulting in appropriate/desired resolutions.
• Ability to analyze issues and determine root causes and identify appropriate solutions.
• Ability to connect and build relationships with customers via virtual methods, phone, and email.
• Ability to independently solve problems.
• Effective listening skills including the cognitive ability to locate and convey requested information.
• The ability to successfully handle customer requests and documents in work management tools and applications.
• Willingness to take initiative with attention to detail.
• Proactive and flexible.
• Must have a positive attitude.
• Tolerance to deal with difficult customers and stressful situations.
• Fluidity to work well in teams as well as independently.
• Ability to take phone contacts and answer emails simultaneously.
• Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents.
• Sound analytic and cognitive ability to troubleshoot technical problems.
• Speaks with clarity, articulation, and is aware of own non-verbal communication.
• Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress.
• Demonstrate ability to learn quickly and thrive in a high-energy team environment.
• Must be able to work independently, as well as with a team.
• Ability to function in a diverse work environment.
• Proficient in Microsoft Office Suite, 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; Wellness Program.
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter).
• Short-Term and Long-Term Disability options.
• Basic Life and AD&D Insurance (Company Provided).                                                                        
• Voluntary Life and AD&D options.
• 401(k) Retirement Savings Plan with matching after one year.
• Paid Time Off.

Reports to: IT Service Supervisor

Working Conditions

• Professional remote office environment.
• Ability to work nights and weekends (M-F 8AM-4:30PM EST training schedule)
• 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.