service desk agent

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

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

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)

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)

Marriott International

<div>Additional Information 
Job Number26029643 
Job CategoryRooms &amp; Guest Services Operations 
LocationThe St. Regis Cairo, 1189 Nile Corniche Downtown, Cairo, Egypt, Egypt 
ScheduleFull Time 
Located Remotely?N 
Position Type Non-Management 
<div><div>POSITION SUMMARY 
Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment. 
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests&rsquo; service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. 
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None 
</div><div></div>At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Combining timeless glamour with a vanguard spirit, St. Regis Hotels &amp; Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div>

Butler Service Desk Agent (Operator)

Slipstream IT

<div>
 At Slipstream, we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.
 
 
 Slipstream&rsquo;s industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with the opportunities for internal growth.
 
 
 
 Job Summary
 
 
 
 The IT Service Desk (L1) agent is the first point of contact for employees seeking technical help. You will triage, resolve, and escalate incidents and requests in ServiceNow, with an emphasis on customer service, documentation quality, and meeting SLAs. This role suits someone who enjoys problem solving, communicating clearly, and leaving users feeling supported.
 
 
 
 Role Purpose &amp; Impact
 
 
 
 <ul>
 <li>
 Restore service quickly and accurately, minimizing business disruption.
 </li>
 <li>
 Improve self-service and ticket deflection by contributing clear, reusable knowledge.
 </li>
 <li>
 Capture high-quality data (categorization, CI, impact/urgency) to enable reporting and root-cause analysis.
 </li>
 <li>
 Be the voice of IT&mdash;set expectations, educate users, and escalate effectively when needed.
 
 
 </li>
 </ul>
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Monitor ServiceNow queues; acknowledge new incidents/requests within SLA.
 </li>
 <li>
 Pick up tickets from chat/phone/email/portal; perform initial triage and troubleshooting.
 </li>
 <li>
 Handle AD account tasks (create/modify/disable, group membership, unlocks, password resets).
 </li>
 <li>
 Support Windows/macOS, M365 (Outlook/Teams/OneDrive), VPN/MFA, printers, and peripherals.
 </li>
 <li>
 Enroll devices via Intune or Jamf; resolve basic compliance/profile issues.
 </li>
 <li>
 Document steps to reproduce, resolution notes, and user communications in ServiceNow.
 </li>
 <li>
 Escalate to L2/L3 with complete context and testing notes; follow through until closure.
 </li>
 <li>
 Contribute or update knowledge articles for recurring issues and &lsquo;how-to&rsquo; guides.
 </li>
 <li>
 Application support specifically 101 understanding of Veeva and support the client's Veeva access/administration requests.
 </li>
 <li>
 Serve as initial contact and accurately log/categorize/priority tickets in ServiceNow.
 </li>
 <li>
 Perform AD user lifecycle tasks and M365 basic administration (mailbox, aliases, Teams/OneDrive issues).
 </li>
 <li>
 Troubleshoot endpoints (Windows/macOS) and standard software packages.
 </li>
 <li>
 Support remote access (VPN clients, MFA/SSO), Wi-Fi connectivity, and simple network printer issues.
 </li>
 <li>
 Assist with device imaging, re-provisioning, break/fix, and asset handling/tags.
 </li>
 <li>
 Deliver empathetic, clear communications; manage expectations and de-escalate when needed.
 </li>
 <li>
 Work within ITIL processes (Incident, Request, Problem basics) and comply with security policies.
 </li>
 <li>
 Participate in shift coverage, occasional after-hours, or weekend support as required.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 1&ndash;2 years in a service desk/help desk or customer-facing tech support role (internships count).
 </li>
 <li>
 Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/JAMF basics.
 </li>
 <li>
 Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals.
 </li>
 <li>
 Excellent verbal/written communication and documentation skills.
 </li>
 <li>
 Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes.
 
 
 </li>
 </ul>
 
 Nice-to-Haves
 
 
 
 <ul>
 <li>
 Certifications: CompTIA A+, ITIL&reg; 4 Foundation, HDI Support Center Analyst, Microsoft Fundamentals (MS-900/MD-900).
 </li>
 <li>
 Basic scripting (PowerShell/bash) for repetitive tasks and simple automations.
 </li>
 <li>
 Familiarity with Okta/Azure AD, Zoom/Webex admin, SCCM/Autopilot, JAMF Pro, or similar tools.
 </li>
 <li>
 Security: phishing triage, disk encryption, and least-privilege concepts. Success Metrics (KPIs)
 </li>
 <li>
 First Contact Resolution (FCR) and Customer Satisfaction (CSAT).
 </li>
 <li>
 SLA attainment for response and resolution times.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 401k match
 </li>
 <li>
 Comprehensive group health, dental, vision benefits
 </li>
 <li>
 Life insurance/LTD
 </li>
 <li>
 Discretionary PTO
 </li>
 <li>
 Salary: $45,000-$50,000
 
 
 </li>
 </ul>
 
 Slipstream is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream makes hiring decisions based solely on qualifications, merit, and business needs at the time.
 
 
 
 
 This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.
 
</div>

Onsite Service Desk Technician - San Diego, California

Wellington Steele & Associates, Inc.

<div>
 
 
 Job Title:
 
 Service Desk Technician
 
 
 
 Location:
 
 Victor, NY (Onsite)
 
 
 
 Employment Type:
 
 6-month contract to hire
 
 
 
 Hours:
 
 Monday - Friday (7:30 am - 4 pm)
 
 
 
 
 
 
 About the Company
 
 
 
 Our client is a well-established, global organization in the healthcare and medical products space. They operate at scale, supporting customers and partners worldwide, and are known for investing in innovation, quality, and long-term growth. The company has a strong presence in the Rochester area and offers a stable environment with opportunities to build a career.
 
 
 
 
 
 
 Overview
 
 
 
 Seeking a reliable, customer-focused Service Desk Technician to support end users across a growing environment. This is an entry-level opportunity for someone comfortable on the phone, enjoys solving technical issues, and can provide both remote and on-site support.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Provide first-line technical support via phone, email, and in person
 </li>
 <li>
 Troubleshoot hardware, software, and network-related issues
 </li>
 <li>
 Support user accounts, password resets, and permissions in Active Directory
 </li>
 <li>
 Assist with Cisco-based networking environments (connectivity, basic troubleshooting)
 </li>
 <li>
 Set up and configure desktops, laptops, and peripherals
 </li>
 <li>
 Escalate more complex issues as needed
 </li>
 <li>
 Document tickets, resolutions, and processes
 </li>
 <li>
 Deliver strong customer service to internal users
 </li>
 </ul>
 
 
 
 
 
 Required Skills &amp; Qualifications
 
 
 <ul>
 <li>
 Experience or exposure to Active Directory (user management, resets, permissions)
 </li>
 <li>
 Basic knowledge of Cisco networking (switches, routers, connectivity)
 </li>
 <li>
 Comfortable handling phone support and interacting with users daily
 </li>
 <li>
 Strong communication and customer service skills
 </li>
 <li>
 Ability to work onsite and support users face-to-face
 </li>
 <li>
 Basic understanding of Windows environments and IT fundamentals
 </li>
 </ul>
 
 
 
 
 
 Preferred
 
 
 <ul>
 <li>
 CompTIA A+, Network+, or similar certifications
 </li>
 <li>
 Internship or help desk experience
 </li>
 <li>
 Experience with ticketing systems
 </li>
 </ul>
 
 
 
 
 
 Compensation
 
 
 <ul>
 <li>
 
 $18&ndash;$25/hour
 
 (based on experience)
 </li>
 <li>
 Clear path for growth into higher-level IT roles
 </li>
 </ul>
 
 
</div>

Service Desk Technician

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