Information Technology Support Specialist (Corning)

Position Summary

The IT Service Desk Agent provides technical support for authorized IT devices, systems, and applications across business operations. Acting as the first point of contact, the agent ensures timely resolution of technical issues through phone, chat, and walk-up channels, while maintaining high service quality, documentation standards, and adherence to IT policies and procedures.

Key Responsibilities

• Respond promptly and courteously to user inquiries via phone, chat, walk-up, and ticketing systems.
• Use ServiceNow or similar tools to manage, document, and track incidents and requests throughout their lifecycle.
• Follow established IT policies and processes, including Incident Management, Request Fulfillment, and Knowledge Management.
• Execute Knowledge Base (KB) articles to diagnose, troubleshoot, and resolve user issues; provide feedback for KB improvement.
• Communicate proactively with end users to manage expectations and ensure timely ticket updates.
• Collaborate with vendors and internal IT teams for effective issue resolution.
• Monitor service queues and route tickets appropriately to specialized support teams.
• Meet or exceed service desk performance metrics and SLA requirements.
• Report recurring or widespread technical issues to leadership.
• Participate in daily team collaboration and knowledge sharing.
• Complete all administrative and reporting tasks accurately and on time.
• Handle and route corporate calls as needed.

Education Requirements

Experience Requirements

Required Skills

Desired Skills

Additional Information