IT Service Desk Agent

Job Description

• Entry-level IT Service Desk Agent providing first-level technical support to students, faculty, staff, and authorized users in a higher-education environment.
• Serves as the primary contact for technology questions, incidents, and service requests received by telephone, email, chat, walk-in support, and the IT service management system.
• Provides timely, courteous, and effective customer assistance; accurately documents interactions and resolves common technology issues.
• Escalates complex technical matters to the appropriate support team; requires foundational technical knowledge and strong customer-service skills.