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This role requires candidates who are currently authorized to work in the U.S. without sponsorship, and C2C arrangements are not accepted.
Job Summary:We are looking for a technically inclined and dependable Service Desk Agent to join our IT support team. This is a task-based, entry-level IT role focused on frontline support within a corporate technology environment. Ideal candidates will have a foundational understanding of enterprise systems and a strong interest in building a career in IT support and infrastructure.
Key Responsibilities:
- Provide first-level IT support for end users in a Windows/Mac environment, including password resets, MFA setup, software installations, and basic network connectivity issues.
- Process incoming service desk tickets using an ITSM platform (e.g., ServiceNow, Jira), ensuring timely resolution or escalation.
- Perform hardware setup and basic troubleshooting for devices such as laptops, printers, monitors, and mobile devices.
- Follow standardized operating procedures and support documentation for common technical issues.
- Maintain detailed logs of service requests, resolutions, and escalations in the ticketing system.
- Assist in onboarding/offboarding procedures including account provisioning and hardware deployment.
Minimum Qualifications:
- Basic technical knowledge of operating systems, networking, and productivity software (e.g., Microsoft 365, VPNs, Active Directory).
- Familiarity with troubleshooting tools and remote support platforms.
- Strong attention to detail and ability to follow structured processes.
- Excellent communication and documentation skills.
- A+ certification or equivalent coursework is a plus but not required.
Preferred Qualifications:
- Previous internship, coursework, or hands-on experience in an IT help desk or technical support environment.
- Exposure to ITIL-based service management practices or ticketing tools like ServiceNow, Freshservice, or Jira.
- Comfortable working in a high-volume support queue.
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