help desk agent

Troon

<div>The Service Desk Agent &ndash; Identity &amp; Access Support is an entry‑level IT support role focused on assisting users with issues related to their user IDs, account access, and authentication. This position serves as a first point of contact for basic identity-related requests and incidents, ensuring users can securely access the systems and tools they need to do their jobs.

This role is ideal for individuals beginning a career in IT who are eager to learn foundational support skills, follow documented procedures, and deliver excellent customer service in a structured service desk environment.
<h5 class="jobSectionHeader">
Key Responsibilities:</h5>
<ul><li>Assist users with common user ID and account access issues, including:
<ul><li>Password resets and account unlocks</li>
<li>Username or login assistance</li>
<li>Multi‑factor authentication (MFA) support</li>
<li>New user access requests (per documented procedures)</li>
</ul></li><li>Accurately log, update, and resolve tickets in the service desk system following established workflows and SLAs</li>
<li>Verify user identity before performing access-related actions, in accordance with security policies</li>
<li>Follow step‑by‑step knowledge articles and standard operating procedures (SOPs) to resolve requests</li>
<li>Escalate issues to higher‑level support teams when requests fall outside defined scope or require elevated access</li>
<li>Communicate clearly and professionally with users via phone, chat, or email</li>
<li>Contribute to knowledge base improvements by identifying gaps or unclear documentation</li>
<li>Maintain a strong customer‑service mindset while handling routine, repeatable support tasks</li>
</ul><h5 class="jobSectionHeader">Required Qualifications:</h5>
<ul><li>High school diploma or equivalent</li>
<li>Basic computer skills and familiarity with logging into applications or systems</li>
<li>Strong communication skills and a willingness to learn</li>
<li>Ability to follow documented procedures consistently and accurately</li>
<li>Comfortable working with ticketing systems or learning new tools</li>
</ul><h5 class="jobSectionHeader">Preferred (But Not Required) Qualifications:</h5>
<ul><li>Coursework, certification, or interest in Information Technology</li>
<li>Familiarity with concepts such as usernames, passwords, and MFA</li>
<li>Exposure to customer service, help desk, or call center environments</li>
<li>IT fundamentals certifications (e.g., CompTIA ITF+, A+, or Microsoft fundamentals)</li>
</ul><h5 class="jobSectionHeader">Key Skills &amp; Attributes</h5>
<ul><li>Attention to detail and process discipline</li>
<li>Patience and empathy when assisting users</li>
<li>Ability to handle repetitive tasks with consistency and accuracy</li>
<li>Willingness to ask questions and escalate appropriately</li>
</ul><h5 class="jobSectionHeader">Please note that this is a seasonal role that is anticipated to last two months. This role can be onsite, hybrid, or remote.</h5></div>

Service Desk Agent - Seasonal Hire

ICSI

<div>Position: Customer Experience Associate II 
Position Type: W2 Contract &ndash; No Benefits 
Position Location: Bartlesville, OK 
The Associate of Customer Experience will provide professional and courteous customer service to Phillips 66 Marketers and Dealers regarding their Network connectivity and credit card acceptance, Fuel Allocations Supply Management, and Extranet Support. The Help Desk Agent Level 1 position requires 24/7 availability, and the ability to provide customers with timely, accurate and efficient technical support. 
Responsibilities May Include 
Must be willing to work any shift.<ul><li>
Respond to customer inquiries via phone, IM, online networks, and/or email, troubleshoot and resolve issues with credit card processing.</li><li>
Troubleshoot and Point-Of-Sale hardware, software and/or network connectivity issues.</li><li>
Facilitate customer supply requests based on guidelines developed by Customer Supply Management (CSM).</li><li>
Support consumers and Marketer/Dealer through retrieval requests and chargeback inquiries in Credit Card Settlement System.</li><li>
Support Marketer/Dealer inquiries concerning credit card batch totals and reconciliation.</li><li>
Maintain appropriate paperwork and records and required to meet established job performance targets which include customer service, productivity and quality standards.</li><li>
Maintain technical proficiency in all software, hardware and web-based software and platforms assigned and applicable to the role.</li><li>
Support Marketer/Dealer requests regarding Phillips 66 extranet sites (Bizlink / Lubestream).</li><li>
Position Requirements Basic/Required:</li><li>
Legally authorized to work in the job posting country</li><li>
High School Diploma or GED equivalent</li><li>
Willing and able to be available for any current shift, including overnight (8pm to 8am), evenings, weekends, and holidays</li></ul>
Preferred:<ul><li>
Marketing business insight</li><li>
Familiarity with EPOS equipment</li><li>
Demonstrated ability to effectively work within a team environment</li><li>
1 or more years of Information Systems Help Desk / Support experience</li><li>
Knowledge of communication devices/methods such as Broadband, VSAT, and DSL</li><li>
Access to and knowledge of downstream systems which interface with the Credit Card System</li><li>
Intermediate knowledge of all Microsoft Office software applications</li><li>
Intermediate knowledge of computer, DSL and VSAT hardware</li><li>
Ability to define problems, collect data, establish facts, and draw valid conclusions</li><li>
Ability to learn other software and web-based applications per the requirements of this role</li><li>
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products</li><li>
Ability to write professional reports, business correspondence and procedure manuals</li><li>
Ability to effectively present detailed information and respond to questions from groups of managers, clients, and/or customers</li><li>
Excellent interpersonal and communication skills</li></ul>
** Looking for all shift schedules from day, evenings, weekends, and overnights. 

UjTqFL4A1M</div>

Customer Experience Associate II - 7855

Stony Brook University

<div>
 
 Required Qualifications (as Evidenced By An Attached Resume)
 
 
 
 Bachelor's Degree (or foreign equivalent or higher). In lieu of a degree, a combination of education and relevant experience totaling six (6) full-time years may be considered or a combination of higher education and experience may be considered. Two (2) years of full-time experience providing technical support (such as supporting computer and device hardware and software).
 
 
 
 Preferred Qualifications
 
 
 
 Advanced Degree. Experience working in higher education or a government entity. Working knowledge of two-factor authentication. Experience with a ticketing system, such as ServiceNow or TeamDynamix. Experience with remote support tools such as Beyond Trust or ScreenConnect.
 
 
 
 Brief Description Of Duties
 
 
 
 The Service Desk Agent will serve as the first point of contact for end-users seeking technical assistance and will mainly be providing Tier 1 support in Customer Engagement and Support to end-users. This individual will be assisting users exclusively over the phone and via email with computer issues; therefore, exceptional listening and questioning skills are essential. Tier 2 support is provided on an as-needed basis. Strong organizational and time management skills with exceptional attention to detail, and str ategic and analytical thinking skills with an ability to solve problems and make effective decisions is essential . The Service Desk Agent is expected to provide excellent customer service utilizing clear verbal and written communication.
 
 
 <ul>
 <li>
 Provide 1st and 2nd level technical support for end users for university owned hardware, software, peripherals and mobile technology via phone, email, Google &amp; IVY chat or in person. This includes but is not limited to diagnosing various operating systems and application issues, as well as hardware related problems as needed.
 </li>
 <li>
 Research and document resolutions to technical support issues in the departmental knowledgebase and ticket system. In addition, the incumbent will be required to research and understand new technologies as they develop in order to make recommendations for improving the computing experience of the campus community.
 </li>
 <li>
 Responsible for acting as an escalation and troubleshooting support for the Customer Engagement and Support student assistants as they diagnose and repair technical related issues.
 </li>
 <li>
 Maintaining service desk metrics. These include first call resolution, time to resolution, abandon rates and customer satisfaction ratings.
 </li>
 <li>
 All other duties as assigned.
 
 
 </li>
 </ul>
 
 Special Notes
 
 
 
 This is a full-time appointment. FLSA Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.
 
 
 
 For this position, we are unable to sponsor candidates for work visas.
 
 
 
 SUNY implemented a hybrid telecommuting pilot program. This position has been approved to participate in the pilot, which allows for up to 5 remote days per pay period
 
 
 Resume/CV and cover letter should be included with the online application
 
 
 
 
 Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.
 
 
 
 
 If you need a disability-related accommodation, please call the university Office of Equity and Access (OEA) at (631) 632-6280 or visit OEA .
 
 
 
 In accordance with the Title II Crime Awareness and Security Act
 
 a
 
 copy of our crime statistics can be viewed
 
 
 here
 
 
 .
 
 
 
 Visit our
 
 WHY WORK HERE
 
 page to learn about the
 
 total rewards
 
 we offer.
 
 
 
 SUNY Research Foundation: A Great Place to Work.
 
 
 
 The starting salary range (or hiring range) to be offered for this position is noted below, it represents SBU&rsquo;s good faith and reasonable estimate of the range of possible compensation at the time of posting.
 
 
 
 Official Job Title
 
 
 
 Programmer-Analyst
 
 
 
 Job Field
 
 
 
 Information Technology
 
 
 
 Primary Location
 
 
 
 US-NY-Stony Brook
 
 
 
 Department/Hiring Area
 
 
 
 Division of Information Technology - Customer Engagement &amp; Support
 
 
 
 Schedule
 
 
 
 Full-time
 
 
 
 Posting Start Date
 
 
 
 Mar 10, 2026
 
 
 
 Posting End Date
 
 
 
 Mar 24, 2026, 3:59:00 AM
 
 
 
 Salary
 
 
 
 55,000 - 65,000
 
 
 
 Appointment Type
 
 
 
 Term
 
 
 
 Salary Grade
 
 
 
 SL2
 
 
 
 SBU Area
 
 
 
 Stony Brook University
</div>

Service Desk Agent

Starlink Qatar

<div>
 📌 𝗗𝗲𝘀𝗰𝗿𝗶𝗽𝘁𝗶𝗼𝗻:
 
 
 We are seeking a dedicated Service Desk Agent to be the first point of contact for IT support within our dynamic Venues &amp; Events Operations. This role is responsible for managing all incoming IT-related incidents, service requests, and inquiries, providing exceptional customer service. You will perform initial troubleshooting for a wide range of hardware, software, network, and application issues, aiming for first-level resolution to enhance user experience. The ideal candidate will meticulously log, categorize, and prioritize all tickets within our ITSM system, adhering strictly to SLAs. You will escalate complex problems to senior technical teams with clear documentation and maintain constant communication with users regarding their ticket status. This position requires a service-oriented mindset, strong analytical skills, and the ability to thrive in a fast-paced, event-driven environment. Your contribution to updating our knowledge base and participating in major incident management will be crucial for our continuous improvement. Ultimately, you will ensure compliance with all IT policies and support seamless IT operations for our critical events.
 
 
 ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
 
 
 🎯 𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗺𝗲𝗻𝘁𝘀:
 
 
 &rtrif; Minimum 5 years of work experience in the IT industry, with at least 3 years in a hands-on IT Service Desk or technical support role.
 
 
 &rtrif; Demonstrated knowledge of incident, service request, and problem management based on ITIL best practices.
 
 
 &rtrif; Proven ability to efficiently diagnose and troubleshoot hardware, software, and basic network issues.
 
 
 &rtrif; Proficiency in supporting the Microsoft 365 suite, including Outlook, Teams, SharePoint, and OneDrive.
 
 
 &rtrif; Hands-on experience with Active Directory for user management tasks like password resets, account unlocks, and group membership.
 
 
 &rtrif; Solid understanding of VPN, Wi-Fi, and basic networking fundamentals for troubleshooting connectivity issues.
 
 
 &rtrif; Experience using ITSM systems for logging, categorizing, prioritizing, and monitoring tickets to meet SLAs.
 
 
 &rtrif; Experience supporting user onboarding and offboarding processes, including account creation and access provisioning.
 
 
 ✨ 𝗗𝗲𝘀𝗶𝗿𝗮𝗯𝗹𝗲𝘀:
 
 
 &rtrif; Bachelor's degree in Engineering, Information Technology, or Computer Science.
 
 
 &rtrif; ITIL Foundation certification is highly preferred.
 
 
 &rtrif; Experience working in a high-pressure, fast-paced events-based environment.
 
 
 &rtrif; Familiarity with participating in major incident management processes.
 
 
 &rtrif; Experience contributing to knowledge management by creating and updating knowledge base articles and FAQs.
 
 
 ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
 
 
 🚀 𝗧𝗮𝗸𝗲 𝘁𝗵𝗲 𝗟𝗲𝗮𝗽 𝗧𝗼𝘄𝗮𝗿𝗱 𝗮𝗻 𝗘𝘅𝗰𝗶𝘁𝗶𝗻𝗴 𝗙𝘂𝘁𝘂𝗿𝗲 &ndash; 𝗔𝗽𝗽𝗹𝘆 𝗡𝗼𝘄! 🚀
</div>

Service Desk Agent (Venues & Events Operations)

VirTech Systems, LLC

About VirTech SystemsVirTech Systems is a Florida-based managed service provider delivering enterprise-grade IT solutions to businesses that depend on reliable, secure technology. From Microsoft 365 administration and network infrastructure to cybersecurity and cloud migrations, we provide the hands-on expertise and proactive service that keep our clients running. We invest in our people, build real technical depth, and operate with the precision our clients expect.Role OverviewThe Help Desk Coordinator is the operational backbone of VirTech's support operation. You'll own the workflow that keeps our helpdesk running &mdash; triaging incoming tickets, routing them to the right technician, managing queue health, and enforcing documentation standards through structured QA reviews. This isn't a passive dispatching role. You'll make outbound calls to gather ticket details, follow up with end users on resolved issues, and conduct QA calls that validate the client experience. You'll also produce the reporting that gives leadership clear visibility into support performance. Working directly under the Help Desk Manager, you'll spot process breakdowns before they become patterns and drive continuous improvement in how VirTech delivers support.Key ResponsibilitiesTicket Triage &amp; Routing<ul><li>Monitor incoming queues in Autotask PSA throughout the day, performing initial triage on all new and unassigned tickets</li><li>Validate ticket intake quality &mdash; confirm required fields are complete and accurate before routing</li><li>Categorize and prioritize tickets based on issue type, client SLA tier, urgency, and business impact</li><li>Assign tickets to the appropriate technician based on skill set, current workload, and availability</li><li>Rebalance assignments throughout the day in response to shifting workloads and emerging priorities</li></ul>Queue Management &amp; Escalation<ul><li>Maintain real-time awareness of queue depth, ticket aging, technician utilization, and SLA compliance</li><li>Flag and escalate aged, stalled, or SLA-at-risk tickets to the Help Desk Manager</li></ul>End-User Communication<ul><li>Contact end users by phone to gather missing information needed for proper triage and routing</li><li>Make follow-up calls on recently closed or escalated tickets to confirm end-user satisfaction</li><li>Perform outbound QA calls on resolved tickets to validate the client experience</li></ul>Quality Assurance &amp; Reporting<ul><li>Conduct structured QA reviews of resolved and in-progress tickets against VirTech's documentation and communication standards</li><li>Evaluate ticket notes for completeness, accuracy, and professionalism</li><li>Identify recurring quality gaps and surface trends to the Help Desk Manager</li><li>Generate daily, weekly, and monthly reports on queue performance &mdash; including ticket volume, resolution times, SLA compliance, and aging ticket counts</li><li>Maintain and refine reporting dashboards within Autotask PSA</li></ul>Qualifications<ul><li>Experience working in or alongside an MSP helpdesk or IT support environment</li><li>Familiarity with PSA tools (Autotask preferred) or comparable ticketing systems</li><li>Strong organizational skills with the ability to manage competing priorities in real time</li><li>Clear, professional phone communication &mdash; comfortable making outbound calls to end users</li><li>Detail-oriented approach to documentation review and quality standards</li><li>Comfort building and maintaining reports from ticketing data</li><li>Understanding of SLA structures and escalation workflows</li></ul>Pay: $15.87 - $21.63 per hourBenefits:<ul><li>Health insurance</li><li>Paid time off</li></ul>Work Location: In person

Help Desk Coordinator – MSP (Ticket Triage, QA & Queue Management)

Loyola Enterprises Inc.

Job Description: Part Time JKO Help Desk (Suffolk, VA) Sunday Only 11AM &ndash; 11PMNote: Cannot have an existing @army, @af, @navy, or an @usmc email accountClearance: DOD Secret clearance requiredRequirement: Immediate hire, Part TimeSchedule: Part Time Hours of Operation: Two 12 hour shifts, Sat &ndash; Sun 11AM &ndash; 11PMLocation: Joint Staff J7 Suffolk VirginiaCompensation: $25 per hour + based on experienceEducation: Bachelor s degree in a technical field is a plus.Email Requirements:<ul><li>Must have or be able to get an @mail.mil work email address.</li><li>Cannot keep an existing @army, @af, @navy, @usmc email.</li></ul>Job Description: Joint Staff J7 (JSJ7) Joint Knowledge Online (JKO) Help Desk weekend position.Qualifications:<ul><li>Must be able to access DOD Microsoft Office 365. Experience using other MS Office products a plus.</li><li>Basic understanding of Internet functions, and working browsers (Edge, Chrome, Firefox).</li><li>6 months Help Desk experience (desired) using Remedy or similar ticketing program.</li><li>Experience training military and civilian personnel via computer based and web-based applications.</li><li>Use of portals, Learning Management Systems (LMS).</li><li>Verbal and written communications skills.</li></ul>Job Summary:<ul><li>Check browser settings and basic browser trouble shooting.</li><li>Respond to telephone calls and e-mail messages to help customers with computer problems.</li><li>Listen to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.</li></ul>Please contact me or reply to my e-mail if you are interested in discussing so we can make an offer to you.Thank youSincerely,Benito Loyola Benito@Loyola.com PresidentLoyola Enterprises Inc. www.Loyola.com2984 S. Lynnhaven Road, Suite 101Virginia Beach, VA. 23452Cell 757-718-0699757-498-6118 x10Fax 757-498-6110Loyola is an Equal Opportunity EmployerLoyola is a certified Service Disabled Veteran and Minority Owned Small Disadvantaged Business (SDVOSB, VOSB, MOSB and SDB)Job Type: Part-timePay: From $25.00 per hourApplication Question(s):<ul><li>Do you have Help Desk or Service Desk Experience?</li><li>Do you have experience using Remedy or a similar ticketing program?</li><li>Do you have experience in the use of portals or Learning Management systems (LMS)?</li><li>Do you have a Secret clearance?</li><li>Can you get an @mail.mil work email address. Cannot keep an existing @army, @navy, @usmc email.</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Security clearance:<ul><li>Secret (Required)</li></ul>Ability to Commute:<ul><li>Suffolk, VA 23435 (Preferred)</li></ul>Work Location: In person

Part Time JKO Help Desk (11AM - 11PM Sunday Only) (DOD Secret Clearance req)

City of Memphis

<div>
 
 Job Description
 
 
 
 
 Salary Range:$43,888.00 - $63,648.00
 
 
 
 Works under the direction of the Service Delivery Manager and is responsible for providing professional and efficient helpdesk support to the City of Memphis staff. Provides customer technical support and troubleshooting via phone and remotely. Utilizes ticket tracking to document all support incidents. Creates and maintains detailed service desk documentation. Reports metrics and Key Performance Indicators (KPI&rsquo;s) to assigned manager. Tracks and analyze trends in help desk requests and generate statistical reports.
 
 
 
 Responsibilities
 
 
 
 
 QUALIFICATIONS
 
 
 
 <ul>
 <li>
 Performs additional functions (essential or otherwise) which may be assigned.
 
 
 </li>
 </ul>
 TYPICAL PHYSICAL DEMANDS: Must be able to communicate clearly both verbally and in writing. Requires the ability to operate general office equipment such as a computer, telephone, and wireless technology.
 
 
 TYPICAL WORKING CONDITIONS: Work is performed in an office environment which involves contact with the staff and management.
 
 
 MINIMUM QUALIFICATIONS: Associates degree with two (2) years of experience or any combination of experience and training, which enables one to perform the essential job functions.
</div>

IT Service Desk Agent (3 Openings)

Search 10000+ Help desk agent jobs near you this March. New roles added regularly across leading industries. Apply today.