Service Desk Agent - Seasonal Hire
About the position
The Service Desk Agent – Identity & Access Support is an entry‑level IT support
role focused on assisting users with issues related to their user IDs, account
access, and authentication. This position serves as a first point of contact for
basic identity-related requests and incidents, ensuring users can securely
access the systems and tools they need to do their jobs.
This role is ideal for individuals beginning a career in IT who are eager to
learn foundational support skills, follow documented procedures, and deliver
excellent customer service in a structured service desk environment.
Responsibilities
• Assist users with common user ID and account access issues, including:
Password resets and account unlocks
Username or login assistance
Multi‑factor authentication (MFA) support
New user access requests (per documented procedures)
• Accurately log, update, and resolve tickets in the service desk system
following established workflows and SLAs
• Verify user identity before performing access-related actions, in accordance
with security policies
• Follow step‑by‑step knowledge articles and standard operating procedures
(SOPs) to resolve requests
• Escalate issues to higher‑level support teams when requests fall outside
defined scope or require elevated access
• Communicate clearly and professionally with users via phone, chat, or email
• Contribute to knowledge base improvements by identifying gaps or unclear
documentation
• Maintain a strong customer‑service mindset while handling routine, repeatable
support tasks
Requirements
• High school diploma or equivalent
• Basic computer skills and familiarity with logging into applications or
systems
• Strong communication skills and a willingness to learn
• Ability to follow documented procedures consistently and accurately
• Comfortable working with ticketing systems or learning new tools
Nice-to-haves
• Coursework, certification, or interest in Information Technology
• Familiarity with concepts such as usernames, passwords, and MFA
• Exposure to customer service, help desk, or call center environments
• IT fundamentals certifications (e.g., CompTIA ITF+, A+, or Microsoft
fundamentals)
Apply tot his job
Apply To this Job
The Service Desk Agent – Identity & Access Support is an entry‑level IT support
role focused on assisting users with issues related to their user IDs, account
access, and authentication. This position serves as a first point of contact for
basic identity-related requests and incidents, ensuring users can securely
access the systems and tools they need to do their jobs.
This role is ideal for individuals beginning a career in IT who are eager to
learn foundational support skills, follow documented procedures, and deliver
excellent customer service in a structured service desk environment.
Responsibilities
• Assist users with common user ID and account access issues, including:
Password resets and account unlocks
Username or login assistance
Multi‑factor authentication (MFA) support
New user access requests (per documented procedures)
• Accurately log, update, and resolve tickets in the service desk system
following established workflows and SLAs
• Verify user identity before performing access-related actions, in accordance
with security policies
• Follow step‑by‑step knowledge articles and standard operating procedures
(SOPs) to resolve requests
• Escalate issues to higher‑level support teams when requests fall outside
defined scope or require elevated access
• Communicate clearly and professionally with users via phone, chat, or email
• Contribute to knowledge base improvements by identifying gaps or unclear
documentation
• Maintain a strong customer‑service mindset while handling routine, repeatable
support tasks
Requirements
• High school diploma or equivalent
• Basic computer skills and familiarity with logging into applications or
systems
• Strong communication skills and a willingness to learn
• Ability to follow documented procedures consistently and accurately
• Comfortable working with ticketing systems or learning new tools
Nice-to-haves
• Coursework, certification, or interest in Information Technology
• Familiarity with concepts such as usernames, passwords, and MFA
• Exposure to customer service, help desk, or call center environments
• IT fundamentals certifications (e.g., CompTIA ITF+, A+, or Microsoft
fundamentals)
Apply tot his job
Apply To this Job