Service Desk Agent - Seasonal Hire
About The Position
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.
Requirements
- 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
Nice To Haves
- 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)
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
