Jr. IT Service Desk Agent

Here is a revamped, engaging version without any tables, highlighting what makes the role exciting while clearly outlining what you are looking for in a candidate.

IT Service Desk Agent

Why You’ll Love This Role

Are you a natural problem solver who loves helping people and working with technology? As an IT Service Desk Agent, you’ll be the front-line hero keeping our team connected, productive, and supported. You won’t just be processing tickets—you’ll be building relationships, mastering modern ITSM tools, and sharpening your technical expertise every single day. If you thrive in a fast-paced environment and want a direct launchpad into an IT career, this is the place to do it.

What We’re Looking For

We are seeking an energetic, customer-focused Tier 1 Tech Support Specialist who combines sharp diagnostic skills with clear, empathetic communication.

The Ideal Candidate Offers:

• Experience: 1+ years in IT helpdesk, technical support, or high-volume customer service (CompTIA A+ or technical coursework is a huge plus!).
• Core Tech Skills: Solid baseline knowledge of Windows OS, Microsoft Office 365, fundamental LAN/Wi-Fi troubleshooting, and password/account administration.
• Tool Familiarity: Hands-on experience with ITSM ticketing platforms (e.g., ServiceNow, Ivanti) and remote assistance software (e.g., Bomgar).
• Communication: Exceptional verbal and written English, with the ability to translate technical concepts into simple, clear instructions for end-users of all skill levels.
• Mindset: Calm under pressure, highly organized, attentive to detail, and committed to hitting SLA targets while keeping customer satisfaction high.

What You’ll Do

• Be the First Point of Contact: Promptly answer incoming support calls, emails, and chat inquiries with a friendly, professional approach.
• Triage & Diagnose: Quickly categorize incoming requests based on urgency and operational impact, performing initial troubleshooting across Windows OS, software apps, and basic hardware issues.
• Guide & Resolve: Walk end-users through step-by-step resolution steps, or route out-of-scope issues to the correct department.
• Document & Escalate: Log accurate, detailed notes and diagnostic steps in our ITSM platform, ensuring seamless escalations to Tier 2 support when needed.
• Champion Knowledge Sharing: Leverage existing knowledge base articles and scripts to solve routine issues efficiently, while flagging outdated content or creating new guides.
• Own the User Experience: Keep end-users updated on ticket progress, follow up to ensure full issue resolution, and spot recurring technical patterns for process improvements.

Essential Technical & Functional Skills

• Operating Systems & Software: Windows OS, Microsoft 365, standard web browsers, and productivity tools.
• Support Applications: Ticketing management systems (Ivanti/ServiceNow) and remote desktop tools (Bomgar).
• Core IT Concepts: User account management, password resets, basic network connectivity troubleshooting, and hardware diagnostics.
• Professional Strengths: SLA compliance, structured time management, thorough ticket documentation, and collaborative teamwork.