Job Information
CTG IT Customer Support Rep in Painted Post, New York
Come join us and grow your career with CTG! CTG has worked with this international, Fortune 500 end-client for over 15 years! Apply with CTG for this exciting opportunity!
CTG’s premier client has a contract assignment for an IT Customer Support Representative to provide support for authorized IT devices for business use in connection with IT platforms, resources, services, and systems.
Job Title: IT Customer Support Representative
Location: Painted Post, NY (Hybrid remote - Hybrid expectation is that agents will be onsite 3 days/week and remote 2 days/week. Schedule determined with team.)
Candidates must be able to commute and work onsite in Painted Post, NY
Type: Contract
Pay Rate: Based on experience
Work Hours: M-F 8am-5pm
Education: High School Diploma or GED required; Associate degree in IT or related professional certification preferred.
Travel: 0-10% (Occasional travel to Solutions Bar location within Corning Valley when scheduled).
The successful candidate will join the Service Desk (SD) team and serve as a single point of contact for users, providing troubleshooting and resolution or routing of requests. This position requires interacting with users through phone, chat, and walk-up support channels.
Description:
The IT Customer Support Representative will be responsible for delivering effective, timely technical assistance to the user community. This role involves the management of tickets via ServiceNow, troubleshooting common IT issues, and coordinating with vendors or internal teams for complex issues. The representative will ensure the best customer experience by managing tickets, communicating effectively with users, and meeting established service metrics and SLAs.
Responsibilities:
Respond courteously and promptly to user phone calls, live chats, incoming tickets, and other service channels.
Effectively use ServiceNow to manage tickets throughout their lifecycle.
Contribute toward meeting or exceeding SD metrics, targets, and goals.
Follow all IT policies and documented processes including Incident Management, Request Fulfillment, and Knowledge Management.
Execute Knowledge Base (KB) articles to troubleshoot and resolve technical incidents. Provide KB feedback for improvements.
Interact with vendor technical support to resolve third-party service issues.
Actively maintain tickets, ensuring updates and communications are made within established SLAs.
Communicate with users proactively to manage expectations regarding ticket status.
Schedule and follow up with users as needed.
Monitor the ticket queue and route tickets when necessary.
Inform leadership of any broader issues impacting users or the team.
Collaborate with teammates to share information and knowledge.
Fulfill administrative duties in a timely manner.
Answer and route corporate calls as needed.
Requirements:
Education: High School Diploma or GED required; Associate degree in IT or related professional certification preferred.
Experience: Minimum of 2 years of IT Helpdesk or Service Desk experience.
Skills:
Strong time management skills, with the ability to multitask and meet deadlines in a fast-paced environment.
Prior customer service experience, preferably in a call center setting.
Strong work ethic with attention to detail and a positive attitude.
Self-starter, able to work in a team environment and motivate others.
Strong technical knowledge, including proficiency with computers and mobile devices.
Strong organizational and planning skills with the ability to handle changing priorities.
Excellent interpersonal skills, with the ability to communicate clearly and empathetically.
Fluent in English, with the ability to read, write, and comprehend.
Desired Skills:
Experience with Microsoft-based applications, including Windows 11, Microsoft O365, and Teams.
Familiarity with call management software (e.g., Finesse).
Quality and documentation experience.
Familiarity with Microsoft Azure and Active Directory Administration.
Experience with Outlook issue resolution, including mail file sizes and .ost files.
Windows troubleshooting skills, including connectivity, printing, and monitor display issues.
Configuration and distribution of corporate mobile devices.
Experience troubleshooting VPNs (Cisco, Pulse), Citrix connectivity, and Symantec Endpoint Protection.
Experience with remote connection tools like LogMeIn.
Familiarity with MEMC software deployment and asset management.
Experience with browser support (Edge, Google Chrome), Adobe software installation, and printer driver troubleshooting.
Experience with ServiceNow or similar ticket management tools.
Knowledge base utilization and contribution.
Additional Information:
No third-party resumes will be accepted.
Drug testing and/or other employment-related inquiries may be conducted.
CTG will consider qualified applicants with criminal histories in a manner consistent with all applicable local, state, and federal laws.
All interested individuals MUST be able to work on a W2 tax basis (no C2C or third-party vendors).
CTG is an Equal Employment Opportunity employer.
CTG is an E-Verify Company.
To be considered for this opportunity, please apply directly through our website by clicking the link below or email your Word version resume and salary expectations to Jeffrey.Thompson@ctg.com .
About CTG
CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit www.ctg.com .
Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work Certified™ company across many of our global operations.
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity and Affirmative Action 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. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.