IT Help Desk Agent

job summary:
We are looking for a dedicated and dependable Service Desk Agent to join our team and support users with password resets and account access issues. This role requires strong customer service skills, the ability to work in a fast-paced environment, and consistent attention to detail. Agents are expected to handle a high volume of calls while maintaining professionalism, accuracy, and a positive attitude. Punctuality, reliability, and adherence to established processes are essential for success in this position.

location: Harrisburg, Pennsylvania
job type: Contract
work hours: 9am to 5pm
education: High School

responsibilities:

• Assist users with password resets and account access issues
• Handle inbound calls in a professional and courteous manner
• Document all interactions, actions taken, and resolutions in the ticketing system
• Follow security and identity verification procedures
• Escalate issues when necessary based on defined processes
• Ability to take inbound calls and understand user requests
• Identify the system or application the user is attempting to access
• Verify user identity using required security questions
• Reset user passwords following approved procedures
• Clearly explain resolutions and next steps to users
• Accurately document each interaction in the ticketing system

qualifications:
Help Desk support experience

Accurate ticket documentation

Strong verbal and written communication

Ability to work independently

Ability to follow procedures and security guidelines

Ability to communicate clearly with users of varying technical skill levels

Ability to work well in a team environment

Basic computer and web browser troubleshooting experience

Previous ticketing system experience

Reliable and punctual

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 [email protected].


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.

Any consideration of a background check would be an individualized assessment based on the applicant or employee's specific record and the duties and requirements of the specific job.