Job Details

Service Desk Agent I - Vulnerability Management Focus
Pay Range: $24/hour to $25/hour
Position Summary
The Service Desk Agent I provides Tier 2 technical support and serves as a primary point of contact for end users experiencing technology-related issues. This role supports inbound tickets and phone calls, performs triage, and escalates issues to higher-level engineers as needed. The position supports workstation, server, virtualization, printer, network, and vendor-specific hardware and software environments.

The Service Desk Agent delivers support across a diverse user community, assisting with clinical and business application software, operating systems, productivity tools, network and Wi-Fi connectivity, and other computer-related technologies. This role requires strong customer service skills, technical troubleshooting expertise, and the ability to work effectively in a fast-paced support environment.

Key Responsibilities

• Serve as the primary point of contact for IT-related issues via phone, email, ticketing system, and in person
  
• Answer, evaluate, prioritize, and document incoming requests related to hardware, software, networking, and other technology services
  
• Gather and analyze user-reported issues, guide users through diagnostic procedures, and determine root causes
  
• Troubleshoot, resolve, and follow up on routine technical issues; escalate complex issues when appropriate
  
• Create, update, and manage tickets in the ticketing system according to defined priority levels and procedures
  
• Perform user account provisioning and maintenance using Active Directory and related systems
  
• Install and support software using centralized management tools (e.g., SCCM or similar platforms)
  
• Provide remote technical support using approved remote access tools
  
• Support Microsoft Office applications and configure email on multi-platform mobile devices
  
• Assist with installation and setup of computers, servers, peripherals, and related equipment
  
• Collaborate with IT team members to resolve issues efficiently and meet service expectations
  
• Communicate effectively regarding planned and unplanned outages
  
• Escalate high-priority or unresolved issues to leadership as needed
  
• Provide basic end-user training, documentation, and guidance
  
• Identify opportunities to improve support processes and workflows
  
• Adhere to established IT policies, procedures, and best practices
  
• Assist with training and mentoring IT staff and providing guidance on global or shared tickets
  
• Perform other duties as assigned
  

• High School Diploma or equivalent (required)
  
• Associate's Degree in a related field (preferred)
  

• Availability to work all shifts
  
• Minimum of 3 years of IT experience, including at least 2 years in a Service Desk or Help Desk role
  
• Experience working in a call center or high-volume support environment (30+ tickets per day)
  
• Strong customer service, written, and verbal communication skills
  
• Demonstrated ability to triage, track, and monitor tickets according to defined SLAs and escalation procedures
  
• Ability to learn quickly, adapt to changing environments, and take on additional responsibilities
  
• Ability to work independently and collaboratively in a team environment