IT Service Desk Agent

The IT Service Desk Agent serves as the first point of contact for IT service support at SCHLUTER SYSTEMS L.P., with responsibility for delivering consistent, customer-focused assistance to end users. The role manages IT service operation issues and requests, triages and escalates tickets, and supports governance, asset accuracy, and ITSM processes.

Key Responsibilities

• Act as the primary point of contact for end users and provide first response for IT service operation issues and requests.
• Prioritize and escalate incidents and requests based on urgency and business impact.
• Provide professional, customer-focused support aimed at a strong end user experience.
• Maintain an acceptable first call resolution rate while minimizing downtime and disruptions for end users.
• Support IT service operation governance through ticket ownership.
• Develop and maintain a knowledge base and provide relevant training.
• Advocate for and support ITSM processes and procedures.
• Follow IT security policies and guidelines.
• Participate in continual improvement activities by providing feedback and required support.
• Maintain an accurate IT asset inventory by registering, tracking, and managing IT assets.
• Promote best practices and security awareness.
• Triages requests by type and severity, routing to the appropriate support team.
• Provide 1st level support for service operation tickets.
• Procure and manage local IT assets and communicate ticket status updates to end users.
• Provision, deploy, and exchange end points in the local environment.

Required Qualifications

• Team and solution oriented; effective collaborator and contributor.
• Self-motivated with the ability to take initiative.
• Ability to build and maintain positive working relationships while supporting customers.
• Capability to prioritize and manage multiple tasks simultaneously.
• Broad knowledge of the IT service features within the company’s portfolio and how they are used.
• Ability to adhere to processes, policies, and procedures.
• Experience with basic technical administration of IT technologies and experience in a support-focused environment.
• Strong time management to balance multiple tickets and prioritize urgent tasks.
• Active listening skills and the ability to explain technical topics in an easy-to-understand way.
• Fluency in English, written and spoken.

Benefits

• Competitive Compensation
• Generous Paid Time Off
• 10 Paid Holidays
• Medical, Dental & Vision Insurance
• Biannual Bonus Program
• 401k with Company Match
• Company Paid Life Insurance
• Annual Reviews and Merit Based Raises
• Room for Advancement and Career Growth

Location and Compensation

• Location: Plattsburgh, NY (onsite)
• Pay: USD 26 per hour