Job Specifications
Pay: $19.05-20.00/hour. W2 only.
Duration:6 months. Potential to extend based on performance and client need.
*****THIS IS A SERVICE DESK AGENT POSITION*****
Hours: M-F (8am-5pm) or Multiple shifts could change for needed shifts
Some OT expected for this position
In Office Position and/or Hybrid Rotation - Hybrid expectation is that agents will be onsite 3 days/week and remote 2 days/week. Schedule determined with Corning team.
Eligible to receive 40 hours PTO/year. Limit to 20 hours during 6 month assignment.
Interview process: One round - 30 minute video panel interview
SCOPE/PURPOSE OF POSITION:
To provide support of authorized IT Devices for business use in connection with Corning IT platforms, resources, services, and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support. Support channels include, phone, chat and walk-up.
RESPONSIBILITIES:
Responds courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
Effectively use ServiceNow to manage tickets throughout their lifecycle.
Interact with vendor technical support to ensure effective resolution of 3rd party services.
Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams. Proactively initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.
Requirements
Minimum High School Diploma or GED Required
Associate degree in IT or related professional certification Preferred
A minimum of 1 year of IT Helpdesk or Service Desk experience is required
Customer service experience, preferably in a call center environment is needed.
Strong technical abilities, including knowledge and skill with computers and mobile devices is required
Must be fluent in English, with the ability to read, write, and comprehend
Desired Skills
Microsoft-based applications, with emphasis on Windows 11, Microsoft O365, Teams, etc. is preferred
Experience with call management software such as Finesse or similar is preferred
Familiarity with Microsoft Azure is preferred
Active Directory Administration is preferred
Experience resolving Outlook issues such as mail file size and data files (.ost) is preferred
Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.
Configuration & distribution of corporate mobile devices is preferred
ServiceNow or similar ticket management tool is preferred
Knowledge base utilization is preferred
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About the Company
The Fountain Group provides Contingent Labor, Statement-of-Work, and Contingent-to-Permanent resources to clients with an internal/external Contingent Labor Managed Service Program or Clients without a program.
The Fountain Group is committed to the belief that we all share in the responsibility to conduct our businesses in a socially and environmentally responsible manner. We base this on the premise that a company is much more than the products it offers. The effect a company has on the environment, the people and the c...
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