Staffing - IT Customer Support Rep

The Fountain Group iscurrentlyseeking a Service Desk Agent- for a prominent clientofours.

This position is based in Painted Post, NY. Details for the position are as follows:

Service Desk Agent

$19-20/hour

6-month contract (possibility of extension)

Monday–Friday, 8:00AM – 5:00 PM (shifts may vary based on business needs; some overtime expected)

Hybrid rrotation (expected 3 days onsite, 2 days remote; schedule coordinated with team)

We are seeking a motivated Service Desk Agentto provide high-quality IT support to end users via phone, chat, and ticketing systems. The agent will troubleshoot hardware, software, and network issues, manage tickets in Service Now or similar tools, and ensure timely resolution in accordance with company IT policies and service standards.

• Respond promptly to user calls, live chats, incoming tickets, and other service channels
• Utilize ticket management tools to manage tickets throughout their lifecycle
• Provide effective troubleshooting and resolution using Knowledge Base (KB) articles and escalate when necessary
• Collaborate with vendors and internal teams for third-party service resolutions
• Maintain tickets accurately and proactively communicate with users regarding status and updates
• Monitor ticket queues and route issues appropriately
• Fulfill administrative requirements and corporate call routing
• Support desktop, mobile, and application troubleshooting including Outlook, Windows, VPN, Citrix, Adobe products, and printers
• Deploy software, manage assets, and provide end-user support for Microsoft 365 applications, Teams, and browsers
• Contribute to team knowledge sharing and follow IT policies, including incident management, request fulfillment, and knowledge management
• Travel 0–10% to local support locations as needed

• Associate degree in IT or related professional certification – Preferred
• Minimum High School Diploma or GED – Required

• Minimum 2 years of experience in IT Helpdesk or Service Desk roles

• Customer service experience, preferably in a call center environment
• Strong technical abilities with computers, mobile devices, and troubleshooting
• Time management, organization, and multitasking skills in fast-paced environments
• Strong work ethic, attention to detail, and positive attitude
• Self-starter with ability to work in a team and motivate others
• Clear communication skills, empathy, and patience
• Fluent in English (reading, writing, and comprehension)

• Microsoft-based applications (Windows 11, Microsoft 365, Teams)
• Call management software (Finesse or similar)
• Microsoft Azure familiarity
• Active Directory administration
• Outlook troubleshooting (mail file size, OST files)
• Windows troubleshooting (printing, monitors, connectivity)
• Configuration & distribution of corporate mobile devices
• VPN and Citrix support
• Symantec Endpoint Protection remediation
• Remote connection tools (Log Me In  or similar)
• MEMC software deployment
• Asset management
• Browser support (Edge, Chrome)
• Adobe software installation/configuration
• Printer/driver installation and troubleshooting
• Service Now or similar ticketing tools
• Knowledge Base utilization and documentation

• Eligible for 40 hours PTO/year (max 20 hours during 6-month assignment)
• Opportunity to extend contract based on demand

• One round: 30-minute video panel interview