IT Service Desk Agent

Service Desk Agent I (Contract | 100% Onsite | Dallas, TX)

Location:

Dallas, TX 75212 (100% Onsite)

Schedule:

Day Shift - Shift flexibility required (may include weekends, and holidays)

Duration:

Long-term contract

Pay Rate:

$23.00/hour W2

Positions:

2 openings

Work Authorization:

Must be authorized to work in the United States without current or future sponsorship.

Background Check:

Must be able to pass a Criminal Justice Information Systems (CJIS) background check upon hire. GTS Technology Solutions is seeking Service Desk Agent I professionals to support a 24/7 enterprise service desk environment for a public-sector customer in Dallas, TX. This role is responsible for providing first-level technical support, including troubleshooting hardware, software, and network issues, managing user access, and ensuring timely resolution of service requests. The ideal candidate has strong customer service skills, foundational IT knowledge, and the ability to work in a fast-paced, shift-based support environment.

Key Responsibilities:

• Provide Tier 1 technical support via phone, email, chat, and ticketing system
• Log, categorize, prioritize, and track incidents and service requests
• Troubleshoot Windows OS, Microsoft Office 365, hardware, and basic network connectivity issues
• Perform password resets, user account creation, and access management using Active Directory
• Support remote users using remote desktop tools
• Escalate complex issues to Tier 2 or Tier 3 support teams as needed
• Install software, configure workstations, and assist with hardware setup and maintenance
• Document issues, resolutions, and create knowledge base articles
• Follow established Service Level Agreements (SLAs) and support procedures
• Provide excellent customer service and clear communication to technical and non-technical users
• Monitor and follow up on open tickets to ensure timely resolution

Required Qualifications:

• High school diploma or equivalent
• 1+ year of IT support, help desk, or service desk experience preferred
• Experience supporting Windows OS and Microsoft Office 365
• Basic understanding of networking concepts and troubleshooting
• Experience with Active Directory or user account management preferred
• Familiarity with ticketing systems such as ServiceNow, Jira, or similar
• Strong troubleshooting, problem-solving, and communication skills
• Excellent customer service skills and professional demeanor
• Ability to work flexible shifts in a 24/7 support environment
• Must be able to pass CJIS background requirements

Preferred Qualifications:

• CompTIA A+ certification or similar
• Experience in a 24/7 service desk environment
• Familiarity with ITIL or IT Service Management (ITSM) practices
• Experience using remote support tools GTS Technology Solutions, Inc.

is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. As part of our hiring process, we conduct background checks on all final candidates. These checks are conducted in compliance with the guidelines set forth by the U.S. Equal Employment Opportunity Commission (EEOC). We ensure that the information obtained from background checks is used fairly and does not unlawfully discriminate against any individual. GTS Technology Solutions participates in E-Verify to confirm the employment eligibility of all newly hired employees. If you are offered a position with GTS Technology Solutions, your employment will be contingent upon successful verification of your identity and legal authorization to work in the United States through E-Verify. For more information about E-Verify, please visit E-Verify's official website.

Job Type:

Contract Pay:

$23.00 per hour

Benefits:

401(k) Dental insurance Health insurance Vision insurance Application Question(s): Please briefly describe your experience with Active Directory, password resets, or user account support.

Experience:

IT Help Desk or IT Service Desk:

1 year (Required)

Active Directory:

1 year (Required) Ability to

Commute:

Dallas, TX 75212 (Required)

Work Location:

In person