IT Service Desk Agent

Randstad Digital Americas; Sacramento (CA); On-site; USD 34,000 - 44,000; Full time

Job summary

Randstad Digital is seeking a Service Desk Agent for a 3-month contract based onsite in Sacramento, CA. The role runs from November 2, 2026 to February 12, 2027 with no extension anticipated.

Responsibilities include handling inbound calls and tickets, diagnosing issues, and ensuring timely resolution in alignment with SLAs. Qualifications emphasize 3+ years in a help desk or tech support environment, ITIL/ITSM familiarity, and strong customer service skills.

Qualifications

• 3 years’ experience in a help desk or tech support role preferred.
• ITIL/ITSM practices related to Service Desk operations.
• Familiarity with enterprise apps and basic networking concepts.
• Proficient in Microsoft Office, WebEx, and cloud-based apps.

Responsibilities

• Answer inbound calls and tickets for IT Services and support.
• Resolve end-user issues with professional, customer-first attitude.
• Diagnose and resolve tickets at the Service Desk, escalate if needed.
• Document all calls in Ivanti and track incidents to resolution.
• Maintain ownership until requests are fully resolved.
• Assist with knowledge base updates in Remedyforce.

Skills

Help desk

IT support

Customer service

ITIL/ITSM

First Call Resolution

Education

High school diploma or GED

Bachelor's degree preferred

Tools

JD Edwards

Citrix

Remedyforce

Ivanti

ShowCase

Job description

Job Summary

We have a 3 month contract for a Service Desk Agent. This position is onsite in Sacramento, CA. This contract will be from November 2, 2026- February 12, 2027 and will not be extended.

location: Sacramento, California

job type: Contract

work hours: 8am to 5pm

education: No Degree Required

Responsibilities

• Answers and responds to all inbound calls and tickets from end-users for our client’s IT Services and support.
• Handles end-user issues or requests with professional and customer first attitude.
• Utilizes hands-on technical skills to diagnose and resolve all tickets at the IT Service Desk (e.g., First Call Resolution) prior to escalating to level-2 or above IT support staff.
• Analyzes and resolves all desktop application software and/or hardware incidents and requests from end-users based upon the Service Level Agreements.
• Follows up with reported incidents to ensure they are resolved, requests are filled, and follow-up communication back to the customer/end user is completed.
• Maintains ownership throughout the process until ultimate resolution of the request or incident.
• Establishes and develops relationships with other IT team members through frequent communication and collaboration.
• Creates and documents all support calls from the end-user community into the service desk tool – Ivanti.
• Logs and tracks Incidents and Service Requests from creation through resolution stages.
• Contributes and coordinates updates to the Knowledge Article database within the Remedyforce platform that improves the IT Service Desk to resolve customer(s) issues more effectively (e.g., First Call Resolution) through Self-Service portal.
• Follows procedures to install, upgrade, configure, and maintain network devices, network printing, directory structures, rights, user environment, software, file services and related security issues.
• Assists with software, and data communication services such as personal computers, system software, applications, printers, servers, modems, switches, cabling, and Internet service.
• Tests and implements policies and procedures related to network hardware and software acquisitions, use, support, and security.
• May Assist in testing and implementation of a disaster recovery plan.
• Performs office administration and facilities support.
• Facilitates IT purchase order process from creation to completion.
• Performs other duties and projects as assigned.
• Other duties as assigned.

Qualifications

• 3 years’ experience in a help desk environment, or customer service involving technology support preferred.
• ITIL / ITSM working practices related to Service Desk operations.
• Enterprise applications such as JD Edwards, Citrix, In house built (CRM) Customer relationship management, Time Entry (TCP) time clock plus, Report writing tools (ShowCase and Insight/Hubble), LexMark printers, Shortell phone systems.
• Current developments and trends in areas of expertise.
• Computer programs, including Microsoft Office suite of applications, Adobe Acrobat, Webex Meeting Center, and cloud-based applications.
• Purchase order processing.
• High school diploma or GED required.
• Bachelor's degree preferred.

Job Responsibilities

• Answers and responds to all inbound calls and tickets from end-users for our client’s IT Services and support.
• Handles end-user issues or requests with professional and customer first attitude.
• Utilizes hands-on technical skills to diagnose and resolve all tickets at the IT Service Desk (e.g., First Call Resolution) prior to escalating to level-2 or above IT support staff.
• Analyzes and resolves all desktop application software and/or hardware incidents and requests from end-users based upon the Service Level Agreements.
• Follows up with reported incidents to ensure they are resolved, requests are filled, and follow‑up communication back to the customer/end user is completed.
• Maintains ownership throughout the process until ultimate resolution of the request or incident.
• Establishes and develops relationships with other IT team members through frequent communication and collaboration.
• Creates and documents all support calls from the end-user community into the service desk tool – Ivanti.
• Logs and tracks Incidents and Service Requests from creation through resolution stages.
• Contributes and coordinates updates to the Knowledge Article database within the Remedyforce platform that improves the IT Service Desk to resolve customer(s) issues more effectively (e.g., First Call Resolution) through Self‑Service portal.
• Follows procedures to install, upgrade, configure, and maintain network devices, network printing, directory structures, rights, user environment, software, file services and related security issues.
• Assists with software, and data communication services such as personal computers, system software, applications, printers, servers, modems, switches, cabling, and Internet service.
• Tests and implements policies and procedures related to network hardware and software acquisitions, use, support, and security.
• May Assist in testing and implementation of a disaster recovery plan.
• Performs office administration and facilities support.
• Facilitates IT purchase order process from creation to completion.
• Performs other duties and projects as assigned.
• Other duties as assigned.

Skills

data communication,database,computers,IT Services,Internet service,modems,servers,network devices

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.