Service Desk Agent I (Vulnerability Management Specialist)

Service Desk Agent I – Vulnerability Management Focus Pay Range: $24/hour to $25/hour Position Summary The Service Desk Agent I provides Tier 2 technical support and serves as a primary point of contact for end users experiencing technology-related issues. This role supports inbound tickets and phone calls, performs triage, and escalates issues to higher-level engineers as needed. The position supports workstation, server, virtualization, printer, network, and vendor-specific hardware and software environments. The Service Desk Agent delivers support across a diverse user community, assisting with clinical and business application software, operating systems, productivity tools, network and Wi-Fi connectivity, and other computer-related technologies. This role requires strong customer service skills, technical troubleshooting expertise, and the ability to work effectively in a fast-paced support environment. Key Responsibilities Serve as the primary point of contact for IT-related issues via phone, email, ticketing system, and in person Answer, evaluate, prioritize, and document incoming requests related to hardware, software, networking, and other technology services Gather and analyze user-reported issues, guide users through diagnostic procedures, and determine root causes Troubleshoot, resolve, and follow up on routine technical issues; escalate complex issues when appropriate Create, update, and manage tickets in the ticketing system according to defined priority levels and procedures Perform user account provisioning and maintenance using Active Directory and related systems Install and support software using centralized management tools (e.g., SCCM or similar platforms) Provide remote technical support using approved remote access tools Support Microsoft Office applications and configure email on multi-platform mobile devices Assist with installation and setup of computers, servers, peripherals, and related equipment Collaborate with IT team members to resolve issues efficiently and meet service expectations Communicate effectively regarding planned and unplanned outages Escalate high-priority or unresolved issues to leadership as needed Provide basic end-user training, documentation, and guidance Identify opportunities to improve support processes and workflows Adhere to established IT policies, procedures, and best practices Assist with training and mentoring IT staff and providing guidance on global or shared tickets Perform other duties as assigned Minimum Education High School Diploma or equivalent (required) Associate’s Degree in a related field (preferred) Minimum Experience Availability to work all shifts Minimum of 3 years of IT experience, including at least 2 years in a Service Desk or Help Desk role Experience working in a call center or high-volume support environment (30+ tickets per day) Strong customer service, written, and verbal communication skills Demonstrated ability to triage, track, and monitor tickets according to defined SLAs and escalation procedures Ability to learn quickly, adapt to changing environments, and take on additional responsibilities Ability to work independently and collaboratively in a team environment