Service Desk Agent Job at Veritas Search Group, Phoenix, AZ

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  • Veritas Search Group
  • Phoenix, AZ

Job Description

This role requires candidates who are currently authorized to work in the U.S. without sponsorship, and C2C arrangements are not accepted.

Job Summary:
We are looking for a technically inclined and dependable Service Desk Agent to join our IT support team. This is a task-based, entry-level IT role focused on frontline support within a corporate technology environment. Ideal candidates will have a foundational understanding of enterprise systems and a strong interest in building a career in IT support and infrastructure.

Key Responsibilities:

  • Provide first-level IT support for end users in a Windows/Mac environment, including password resets, MFA setup, software installations, and basic network connectivity issues.
  • Process incoming service desk tickets using an ITSM platform (e.g., ServiceNow, Jira), ensuring timely resolution or escalation.
  • Perform hardware setup and basic troubleshooting for devices such as laptops, printers, monitors, and mobile devices.
  • Follow standardized operating procedures and support documentation for common technical issues.
  • Maintain detailed logs of service requests, resolutions, and escalations in the ticketing system.
  • Assist in onboarding/offboarding procedures including account provisioning and hardware deployment.

Minimum Qualifications:

  • Basic technical knowledge of operating systems, networking, and productivity software (e.g., Microsoft 365, VPNs, Active Directory).
  • Familiarity with troubleshooting tools and remote support platforms.
  • Strong attention to detail and ability to follow structured processes.
  • Excellent communication and documentation skills.
  • A+ certification or equivalent coursework is a plus but not required.

Preferred Qualifications:

  • Previous internship, coursework, or hands-on experience in an IT help desk or technical support environment.
  • Exposure to ITIL-based service management practices or ticketing tools like ServiceNow, Freshservice, or Jira.
  • Comfortable working in a high-volume support queue.

Job Tags

Remote job, Contract work, Internship,

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