About this role

Be the first point of contact for IT-related issues via chat and phone support.
Diagnose and resolve device, application, and access-related problems using great customer service and remote desktop tools.
Guide users to resolution through AI chatbot and other self-help channels.
Create and manage tickets in ServiceNow with complete issue context and configuration item linkage.
Use endpoint tools and chatbot transcripts to identify recurring issues and service improvement opportunities.

High School diploma
3-5 years of experience in IT support or service desk roles in a corporate or global environment
Familiarity with enterprise systems such as Windows, macOS, VPN, Office 365, and ServiceNow (or other ITSM platforms)
Must be authorized to work in the United States on a full-time basis.

eligibility to participate in a company-sponsored 401(k)
pension
vacation benefits
eligibility for medical, dental, vision and prescription drug benefits
flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts)
life insurance and death benefits
certain time off and leave of absence benefits
well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)

IT Help Desk Agent Apprentice – Technical Pathway Program

Key skills