IT Service Desk Agent II

About the role

We are seeking an IT Service Desk Agent II to provide frontline technical support to end‑users, handling hardware and software issues and ensuring smooth incident resolution.

Key responsibilities

• Provide first‑line technical support via phone, email, or chat.
• Troubleshoot and resolve hardware and software problems efficiently.
• Escalate complex technical issues to senior support staff or relevant teams.
• Manage incidents in ServiceNow: categorize, prioritize, monitor progress, and keep users updated.
• Escalate incidents to Tier 2/3 teams according to policy.
• Assist with service request submission and updates for end‑users.
• Document troubleshooting procedures and maintain knowledge‑base articles.

Required profile

• High School diploma or GED.
• 2–5 years of experience in an IT Service Desk or related role.
• Basic troubleshooting skills for hardware and software.
• Proficiency with ServiceNow or a similar incident‑management platform.
• Effective collaboration and advanced English communication skills.

Required skills

• ServiceNow
• Hardware troubleshooting
• Software troubleshooting
• CompTIA A+
• CompTIA Security+