Job Description

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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