Service Desk Agent (Remote)

A recognized services organization has a Remote opportunity awaiting a new Service Desk Agent. In this role, the Service Desk Analyst will be responsible for providing Level 1 IT support by handling service requests and resolving incidents primarily via telephone. 

Responsibilities:

Troubleshoot system hardware, software, and peripheral equipment Diagnose and resolve customer-reported incidents, problems, and events Install, configure, and provision hardware/software in accordance with organizational standards Administer user accounts, network rights, and access permissions Provide first-level IT support via phone, handling inbound and outbound calls professionally Maintain proper phone login/logout compliance during assigned shifts Create, update, and manage incident tickets throughout their entire lifecycle Classify, prioritize, and escalate incidents per established procedures Ensure strict accuracy and completeness of all ticket data (categorization, assignment, resolution details) Perform proactive outreach for incidents nearing SLA deadlines Confirm resolution and conduct quality checks prior to closing tickets Perform other duties, as needed

Qualifications:

High School diploma or equivalent. Proven experience with incident ticketing and event management systems Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Strong analytical and problem-solving skill Great interpersonal and communication skills

Desired Qualifications:

3+ years of dedicated Service Desk or IT technical support experience CompTIA A+ or equivalent certification Experience utilizing ServiceNow