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Service Desk Agent I (Vulnerability Management Specialist)
Employment Type:
Contract To Hire
Job Number: 25481
Remote Options: Full Remote
Job Description
Service Desk Agent I – Vulnerability Management Focus
Pay Range: $24/hour to $25/hour
Position Summary
The Service Desk Agent I provides Tier 2 technical support and serves as a primary point of contact for end users experiencing technology-related issues. This role supports inbound tickets and phone calls, performs triage, and escalates issues to higher-level engineers as needed. The position supports workstation, server, virtualization, printer, network, and vendor-specific hardware and software environments.
The Service Desk Agent delivers support across a diverse user community, assisting with clinical and business application software, operating systems, productivity tools, network and Wi-Fi connectivity, and other computer-related technologies. This role requires strong customer service skills, technical troubleshooting expertise, and the ability to work effectively in a fast-paced support environment.
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Key Responsibilities
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Serve as the primary point of contact for IT-related issues via phone, email, ticketing system, and in person
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Answer, evaluate, prioritize, and document incoming requests related to hardware, software, networking, and other technology services
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Gather and analyze user-reported issues, guide users through diagnostic procedures, and determine root causes
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Troubleshoot, resolve, and follow up on routine technical issues; escalate complex issues when appropriate
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Create, update, and manage tickets in the ticketing system according to defined priority levels and procedures
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Perform user account provisioning and maintenance using Active Directory and related systems
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Install and support software using centralized management tools (e.g., SCCM or similar platforms)
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Provide remote technical support using approved remote access tools
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Support Microsoft Office applications and configure email on multi-platform mobile devices
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Assist with installation and setup of computers, servers, peripherals, and related equipment
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Collaborate with IT team members to resolve issues efficiently and meet service expectations
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Communicate effectively regarding planned and unplanned outages
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Escalate high-priority or unresolved issues to leadership as needed
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Provide basic end-user training, documentation, and guidance
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Identify opportunities to improve support processes and workflows
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Adhere to established IT policies, procedures, and best practices
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Assist with training and mentoring IT staff and providing guidance on global or shared tickets
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Perform other duties as assigned
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High School Diploma or equivalent (required)
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Associate’s Degree in a related field (preferred)
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Availability to work all shifts
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Minimum of 3 years of IT experience, including at least 2 years in a Service Desk or Help Desk role
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Experience working in a call center or high-volume support environment (30+ tickets per day)
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Strong customer service, written, and verbal communication skills
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Demonstrated ability to triage, track, and monitor tickets according to defined SLAs and escalation procedures
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Ability to learn quickly, adapt to changing environments, and take on additional responsibilities
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Ability to work independently and collaboratively in a team environment