Help Desk Agent

Job description

Overview Employment in this role is conditional upon successful execution of the contract by the client. The Work: The Help Desk Agent is responsible for providing first-line technical support and customer service to internal and external users, ensuring prompt resolution of IT-related issues and requests. This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables. Responsibilities: Key Responsibilities: - Respond promptly to user inquiries and support requests received via phone, email, chat, or ticketing system. - Diagnose, troubleshoot, and resolve technical issues related to hardware, software, operating systems, and basic network connectivity. - Accurately log all incidents, service requests, and resolutions in the designated help desk ticketing system. - Escalate complex or unresolved issues to higher-level support staff or specialized IT teams, ensuring timely follow-up and resolution. - Communicate clearly and professionally with users, providing status updates, instructions, and guidance as necessa...