Service Desk Agent - Seasonal Hire

The Service Desk Agent – Identity & 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.

Key Responsibilities:

• Assist users with common user ID and account access issues, including:
  • Password resets and account unlocks
  • Username or login assistance
  • Multi‑factor authentication (MFA) support
  • New user access requests (per documented procedures)
• Accurately log, update, and resolve tickets in the service desk system following established workflows and SLAs
• Verify user identity before performing access-related actions, in accordance with security policies
• Follow step‑by‑step knowledge articles and standard operating procedures (SOPs) to resolve requests
• Escalate issues to higher‑level support teams when requests fall outside defined scope or require elevated access
• Communicate clearly and professionally with users via phone, chat, or email
• Contribute to knowledge base improvements by identifying gaps or unclear documentation
• Maintain a strong customer‑service mindset while handling routine, repeatable support tasks

Required Qualifications:

• High school diploma or equivalent
• Basic computer skills and familiarity with logging into applications or systems
• Strong communication skills and a willingness to learn
• Ability to follow documented procedures consistently and accurately
• Comfortable working with ticketing systems or learning new tools

Preferred (But Not Required) Qualifications:

• Coursework, certification, or interest in Information Technology
• Familiarity with concepts such as usernames, passwords, and MFA
• Exposure to customer service, help desk, or call center environments
• IT fundamentals certifications (e.g., CompTIA ITF+, A+, or Microsoft fundamentals)

Key Skills & Attributes

• Attention to detail and process discipline
• Patience and empathy when assisting users
• Ability to handle repetitive tasks with consistency and accuracy
• Willingness to ask questions and escalate appropriately

Please note that this is a seasonal role that is anticipated to last two months. This role can be onsite, hybrid, or remote.