Technical Support Representative

Type: Contract Job Title: Technical Support Representative Location: Painted Post, NY In Office Position and/or Hybrid Rotation – Hybrid expectation is that team members will be onsite 3 days per week and remote 2 days per week. Schedule determined with the team. Pay Rate: Based on experience Work Hours: Monday – Friday, 8:00 AM – 5:00 PM Education: High School Diploma/GED required; Associate degree in Information Technology or related field, or equivalent professional certification, preferred. Provide exceptional technical support while serving as the first point of contact for end users. In this hybrid Service Desk role, you'll troubleshoot hardware, software, and mobile device issues, manage incidents through ServiceNow, and deliver outstanding customer service across phone, chat, and walk-up support channels. If you have strong technical troubleshooting skills, enjoy solving problems, and thrive in a fast-paced environment, this is an excellent opportunity to join a Fortune 500 organization. Key Responsibilities Serve as the first point of contact for IT support via phone, chat, walk-up, and ticketing systems. Diagnose, troubleshoot, and resolve hardware, software, network connectivity, and mobile device issues. Manage incidents and service requests using ServiceNow while meeting established SLAs. Escalate complex issues to specialized support teams and coordinate resolution. Maintain accurate documentation of troubleshooting steps, customer communications, and ticket updates. Utilize knowledge base articles to resolve issues efficiently and recommend documentation improvements. Support Microsoft Windows 11, Microsoft 365, Outlook, Teams, Active Directory, Azure, VPN clients, Citrix, printers, browsers, and enterprise applications. Configure and support corporate laptops, desktops, mobile devices, and peripherals. Monitor ticket queues, prioritize requests, and provide timely customer follow-up. Collaborate with teammates, vendors, and IT support groups to ensure excellent customer service and continuous improvement. Required Skills & Qualifications Minimum of 2 years of IT Help Desk or Service Desk experience. Excellent customer service and communication skills. Experience supporting Windows 11, Microsoft 365, Outlook, and Teams. Working knowledge of Active Directory, Microsoft Azure, and ServiceNow (or similar ITSM platform). Experience troubleshooting Windows desktops, printers, Outlook, VPN connectivity, and enterprise applications. Ability to multitask and prioritize work in a fast-paced support environment. Strong organizational skills, attention to detail, and problem-solving abilities. Experience with remote support tools and mobile device support is preferred. Preferred Experience ServiceNow administration or advanced ticket management experience. Active Directory user administration. Microsoft Azure familiarity. Cisco VPN and Citrix support. Software deployment and endpoint management. Printer installation and troubleshooting. Asset management and inventory tracking. Knowledge base documentation and process improvement experience. Additional Information All interested individuals MUST be able to work on a W2 tax basis (no C2C or third-party vendors). CTG will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws. CTG is an Equal Employment Opportunity employer. CTG is an E-Verify Company. J-18808-Ljbffr