Service Desk Agent

Talentoma; Virginia; Remoto; USD 55.000 - 67.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Descrizione del lavoro

Talentoma is seeking a Service Desk Agent to handle password resets, software errors, connectivity questions, and remote access requests. This fully remote role is based in Virginia, USA, with a 40-hour work week and variable shifts.

You will respond to user incidents, provide step-by-step guidance, and coordinate with IT teams to restore productivity. You will use Jira Service Management and TeamViewer to observe issues, log thorough notes, and escalate when needed, ensuring a high-quality

Competenze

• High school diploma or equivalent.
• 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.

Mansioni

• 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.
• 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.
• 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.

Conoscenze

Clear communication

Questioning techniques

Escalation judgment

Learning IT processes

Remote work discipline

Formazione

High school diploma or equivalent

Strumenti

Jira Service Management

TeamViewer

Okta

Windows 11

Descrizione del lavoro

Monthly Pay: $4,932 - $6,000 USD per month

Summary

Password resets, software errors, connectivity questions, and remote access requests make up the daily work for this Service Desk Agent. The Agent receives requests, identifies the reported issue, provides clear step-by-step assistance, and helps users return to productive work, making dependable technology support easier to access. 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. This desk-based role is fully remote and work from home in Virginia, United States, where careful issue notes and timely routing help maintain a consistent support experience.

Job 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.
• 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.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• 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.
• 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.