Service Desk Agent

About the Role

• This desk-based role is fully remote and work from home in Virginia, United States.
• The role requires a 40-hour weekly commitment.
• Working days and shift times may vary.
• This position sits within the IT support team, works under an IT service desk team lead, and partners with users, internal technology teams, and approved service providers.
• Daily work includes password resets, software errors, connectivity questions, and remote access requests.
• The Agent receives requests, identifies the reported issue, provides clear step-by-step assistance, and helps users return to productive work.

Key Responsibilities

• Receive user requests through an IT help desk such as Jira Service Management, email, and assigned support queues.
• Review each request to understand the reported symptoms, affected application, device details, user impact, and requested outcome.
• Confirm the user through approved steps before assisting with password resets, account access questions, or basic profile updates.
• Guide users through routine checks for an operating system such as Windows 11, common applications, browser settings, and connectivity concerns.
• Use a remote support tool such as TeamViewer when authorized to observe issues and provide step-by-step assistance.
• Update issue notes with actions taken, troubleshooting results, user communications, and the current status before closing or routing work.
• Use an identity platform such as Okta to assist with routine sign-in concerns while following established internal procedures.
• Follow up with users when additional details, screenshots, error messages, or confirmation of resolution are needed.
• Escalate unresolved, recurring, or higher-impact issues to the appropriate technical team or IT service desk team lead with complete notes.
• Meet quality expectations measured by accuracy, turnaround, complete notes, appropriate follow-up, and clear user guidance.

Requirements & Tech Stack

• Jira Service Management
• Windows 11
• TeamViewer
• Okta

Qualifications

• High school diploma or equivalent.
• Related experience preferred.
• Familiarity with common workplace software, browsers, operating systems, and basic user account support concepts.
• Ability to learn an IT help desk such as Jira Service Management and follow established request-routing procedures.
• Ability to explain routine technical steps clearly to users with different levels of technical familiarity.
• Ability to review reported symptoms, ask focused questions, and recognize when an issue needs escalation.
• Careful approach to entering complete issue notes and maintaining accurate request status information.
• Reliable computer, high-speed internet, quiet private workspace, and availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from home in Virginia, United States.
• Structured onboarding and training on an IT help desk such as Jira Service Management, a remote support tool such as TeamViewer, an identity platform such as Okta, and an operating system such as Windows 11.
• Regular check-ins with the IT service desk team lead.
• Opportunities to build user assistance, systems navigation, issue analysis, and escalation judgment skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.