Junior IT Service Desk Agent - Remote

Overview

We are looking for highly skilled IT Service Desk Agents to join our team. The IT Service Desk Agent (I) serves as the first point of contact for the company teammates seeking technical assistance or general IT information. Provide tier 1 support for inbound calls, triage issues raised via voice (call) and ITSM tickets. Additionally they will create and manage tickets, providing first-level IT troubleshooting, and routing teammates to the appropriate department when necessary. Tier 1 agents deliver excellent customer service while ensuring timely issue resolution or proper escalation.

In Short

• Answer inbound calls and respond to email or chat inquiries for IT support or general information.
• Route teammates to the appropriate department or resource if their request falls outside of IT's scope.
• Analyze and prioritize issues from inbound calls and tickets to determine urgency and impact.
• Collect and document key details to ensure accurate ticket categorization and resolution.
• Apply knowledge base resources and scripts to address or escalate issues efficiently.
• Identify recurring issues or trends and flag them for further analysis.
• Provide information on common topics, such as IT processes or basic troubleshooting steps.
• Perform first-line troubleshooting for hardware, software, account/password issues, and outages.
• Create, update, and close tickets in the ticketing system, ensuring all information is accurately logged.
• Ensure all tickets and inquiries are handled within defined SLA timelines.

Requirements

• Basic understanding of Windows operating systems, Microsoft Office applications, and network troubleshooting.
• Familiarity with ticketing systems (e.g., Ivanti) and remote desktop tools (e.g., Bomgar).
• Strong communication and active listening skills.
• Customer-focused mindset with a commitment to providing excellent service.
• 1+ years in a technical support or customer service role preferred.
• High school diploma or equivalent required; technical certifications (e.g., CompTIA A+) are a plus.

Benefits

• Join a powerful tech workforce and help us change the world through technology.
• Professional development opportunities with international customers.
• Collaborative work environment.
• Career path and mentorship programs that will lead to new levels.