IT Customer Support Rep.

*****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

By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at