About this position
Job Title: Service Desk Agent
Monthly Pay: $5,218 - $6,967 USD per month
Summary:
Working in an IT help desk such as Jira Service Management and a remote support platform such as TeamViewer, the Service Desk Agent handles everyday technical requests. This role helps colleagues regain access to essential applications and continue their work with fewer interruptions. The agent joins the service desk team, works under a service desk team lead, and coordinates with users and technical specialists. This is a fully remote, desk-based opportunity to work from home in Minnesota, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.
Job Responsibilities:
- Receive requests through the service desk queue, email, and calls, acknowledging each issue and opening or updating its ticket.
- Confirm the affected application, reported symptoms, error messages, and business impact before choosing the appropriate troubleshooting steps.
- Categorize requests and assign their initial priority using established guidance, bringing widespread interruptions to the service desk team lead promptly.
- Guide users through approved checks for application access, browser settings, network connectivity, and a desktop operating system such as Microsoft Windows.
- Assist with routine access restoration using approved verification procedures, without requesting passwords or changing permissions beyond assigned authority.
- Use a remote support platform such as TeamViewer with user permission to inspect settings and carry out approved corrective steps.
- Record symptoms, checks performed, user responses, and results in an IT help desk such as Jira Service Management so another agent can continue smoothly.
- Escalate unresolved or recurring issues to technical specialists, including relevant diagnostic details and a clear explanation of actions already attempted.
- Follow up with users and specialists on open requests, communicate progress, verify that service is restored, and close tickets with clear resolution notes.
- Meet quality expectations through accurate categorization, timely responses, complete notes, appropriate escalation, and consistent follow-up; flag unclear troubleshooting guidance for team review.
Qualifications:
- High school diploma or equivalent.
- No experience required; related experience helping users with computer access or everyday technical issues is preferred.
- Basic understanding of desktop applications, common operating system settings, browser behavior, and how to recognize a connectivity problem.
- Ability to learn ticket workflows, remote support procedures, and approved troubleshooting instructions without making unsupported changes to user systems.
- Clear spoken and written communication, including explaining simple technical steps to users with different levels of computer familiarity.
- Careful judgment when handling access requests, protecting sensitive information, and recognizing when a technical specialist should take over.
- Ability to organize open tickets, maintain accurate notes, and continue follow-up while responding to newly assigned requests.
- Access to a reliable computer, high-speed internet, and a quiet private workspace; 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 a desk-based role supporting users through digital channels.
- Structured onboarding and training on example systems such as Jira Service Management and TeamViewer, alongside guided practice with common service desk scenarios.
- Regular check-ins with the service desk team lead to review questions, discuss ticket quality, and identify learning priorities.
- Opportunities to build practical skills in structured troubleshooting, remote user assistance, ticket prioritization, and clear technical communication through everyday service desk work.
- Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.
Location and commute
Rochester, NY .
Plan your route with Google Maps. Travel times and transportation options vary; confirm the work location with the employer before commuting.
How to apply
Review the vacancy and complete the application on the employer or recruitment partner’s website. Requisition ID: WJ-3266419848.