IT Service Desk Agent

The IT Service Desk Agent provides first-level technical support to students faculty staff and other authorized users. This position serves as a primary point of contact for technology-related questions incidents and service requests received through telephone email chat walk-in support and the IT service management system.

The Service Desk Agent delivers timely courteous and effective assistance; documents customer interactions accurately; resolves common technology issues; and escalates more complex matters to the appropriate technical support team. This is an entry-level position designed for an individual who has foundational technical knowledge strong customer-service skills and an interest in developing a career in information technology.

Customer and Technical Support

• Serve as a first point of contact for customers requesting technical assistance.
• Respond to support requests received by telephone email chat walk-in self-service portal or other approved channels.
• Provide courteous professional and customer-focused service.
• Troubleshoot and resolve common hardware software account-access connectivity printing classroom technology and application issues.
• Assist customers with password resets multifactor authentication account access and other identity-related requests.
• Guide customers through troubleshooting steps using clear nontechnical language.
• Use remote-support tools when appropriate and authorized.
• Confirm that the customers issue has been resolved before closing the interaction.

Incident and Request Management

• Create update categorize prioritize and resolve tickets in the IT service management system.
• Document the customers issue troubleshooting performed resolution provided and next steps.
• Follow established incident request escalation and major incident procedures.
• Escalate unresolved or complex issues to the appropriate technical team with complete and accurate documentation.
• Monitor assigned tickets and communicate status updates to customers.
• Meet established service-level targets for response resolution documentation and customer communication.
• Recognize potentially high-impact or widespread issues and notify service desk leadership promptly.

Knowledge and Process Support

• Use approved knowledge articles troubleshooting guides scripts and standard operating procedures.
• Identify missing outdated or inaccurate knowledge content.
• Create or recommend updates to knowledge articles based on recurring customer questions and successful resolutions.
• Participate in training team meetings service reviews and continuous-improvement activities.
• Stay informed about current technology services planned changes outages and institutional announcements.
• Follow established quality-assurance standards for customer interactions and ticket documentation.

Security Compliance and Other Duties

• Verify customer identity before completing password resets account changes or other restricted activities.
• Protect confidential personal institutional and regulated information.
• Follow information-security policies and report suspected phishing compromised accounts security incidents or inappropriate system access.
• Maintain assigned equipment and comply with acceptable-use requirements.
• Support special projects technology deployments peak service periods and other departmental activities.
• Perform other related duties as assigned.

Minimum Qualifications

• High school diploma or equivalent.
• Foundational knowledge of computers mobile devices operating systems software applications and internet connectivity.
• Demonstrated customer-service communication or problem-solving experience.
• Ability to communicate technical information clearly to customers with varying levels of technical knowledge.
• Ability to document work accurately and follow established procedures.
• Ability to manage multiple requests and priorities in a fast-paced environment.
• Willingness and ability to learn new technologies applications and support processes.
• Equivalency statement: Relevant coursework technical training internships student employment volunteer experience or personal technology-support experience may be considered in place of formal professional IT experience.

Preferred Qualifications

• Associate degree technical diploma college coursework or industry training in information technology computer science cybersecurity business technology or a related field.
• Up to one year of experience in customer service technical support a call center computer lab service desk retail technology or a related environment.
• Experience supporting Microsoft Windows macOS Microsoft 365 web browsers mobile devices printers or wireless connectivity.
• Experience using a ticketing or IT service management platform such as ServiceNow Jira Service Management TeamDynamix Freshservice or a similar system.
• Familiarity with Active Directory Microsoft Entra ID multifactor authentication remote-support tools or endpoint-management technologies.
• CompTIA A HDI Support Center Analyst ITIL Foundation Microsoft Fundamentals or a comparable entry level certification.
• Experience working in a college university school public-sector healthcare or other service-oriented environment.

Required Knowledge Skills and Abilities

• Strong commitment to customer service.
• Professional verbal and written communication skills.
• Active-listening and information-gathering skills.
• Basic technical troubleshooting and analytical skills.
• Ability to remain calm patient and professional during difficult interactions.
• Ability to follow documented procedures while recognizing situations requiring escalation.
• Ability to work effectively both independently and as part of a team.
• Ability to maintain confidentiality and exercise appropriate judgment.
• Ability to work respectfully with customers from different backgrounds roles abilities and levels of technical experience.
• Ability to receive feedback and apply coaching to improve performance.

Working Conditions

• Work is primarily performed in an office service center computer lab or remote-support environment.
• The position requires extended periods of computer and telephone use.
• The employee may occasionally be required to move or install computer equipment weighing up to 30 pounds.
• Some evening weekend holiday on-call or adjusted-schedule work may be required during high-volume periods scheduled maintenance major incidents or institutional events.
• Regular and reliable attendance is required.

Applicants must be authorized to work in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.