Service Desk Agent - Night Shift

Service Desk Agent - Night Shift at Cayuse Holdings in Boise, Idaho, United States Job Description Overview About Cayuse Civil Services, LLC (Cayuse) provides a range of innovative solutions tailored to meet the evolving needs of businesses in the state and local government sector. With a focus on delivering tangible results, Cayuse offers expertise in various areas including application development, business process outsourcing, data services, and professional services. Primary Focus The Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication. All duties and responsibilities performed in accordance with the Core Values of Cayuse. Responsibilities Job 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, utilize appropriate follow-through, and log 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 manage escalation to ITOC and/or Major Incident Management Team + Manages continuous improvement through ongoing collection of data and information regarding customer requirements + Monitor and To view full details and how to apply, please login or create a Job Seeker account