Service Desk Agent
The Service Desk Agent provides entry-level technical support for enterprise IT services within a regulated government environment. Responsibilities include incident triage, basic troubleshooting, ticket management, user guidance, and adherence to security protocols, supporting mission-critical systems under senior staff supervision.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
This entry-level Service Desk Agent role supports mission-critical IT services in a regulated federal environment. You will deliver first-line technical support, document issues, apply known solutions, and escalate appropriately while following established procedures.
- Perform initial triage and basic troubleshooting for desktop, approved applications, printing, email, and account access issues using checklists and scripts.
- Log incidents and service requests accurately in the ITSM tool (for example, ServiceNow or JIRA), selecting correct categories, priorities, and assignment groups.
- Follow escalation runbooks and hand off complex or high-impact incidents clearly and promptly to higher-tier teams.
- Guide end users through standard tasks: password resets, connecting to collaboration tools, and accessing approved resources.
- Apply documented known-error resolutions and contribute simple fixes, workarounds, and how‑to notes to the knowledge base.
- Maintain and manage a personal ticket queue: update work notes, track status, and meet response/resolution expectations for an entry-level service desk.
- Adhere to security and privacy verification steps while handling sensitive information, per federal IT policies.
Required Qualifications
- Associate's degree in IT, Computer Science, or related field — or equivalent relevant experience.
- 0–3 years of experience in IT support, help desk, or customer-facing technical roles.
- Familiarity with IT support fundamentals and ITSM tools (ServiceNow, JIRA, or similar).
- Strong verbal and written communication skills and customer-service orientation in high-volume environments.
- Good problem‑solving, attention to detail, and organizational skills.
- U.S. citizenship and the ability to obtain and maintain a SECRET security clearance as required by the client.
Preferred Qualifications
- Bachelor’s degree in an IT-related discipline.
- Exposure to ServiceNow or similar ITSM platforms for ticketing and workflow.
- Entry-level certifications such as CompTIA A+ or ITIL Foundation.
- Prior experience or familiarity with federal or agency IT policies and controlled environments.
Compensation & Benefits
- Hourly pay range (from source): $20.83 - $26.25 per hour.
- Estimated annual guideline shown on original posting: ~$52,281 (may vary based on location, experience, clearance level, and contract requirements).
- Our client provides benefits per role and contract: health, retirement, paid time off, and other employee programs (details provided during offer).
Location & Work Requirements
- Job location: Tarrytown, TX (on-site or as specified by the client). Candidates must be eligible to work in the U.S.
- This role may require federal background investigation and ongoing compliance with security protocols.
- Reasonable accommodations are available for candidates with disabilities during the application process and employment.
Why Work with Careertakes & Our Client
Careertakes connects qualified candidates with confidential client opportunities in the IT sector. Our approach follows third-party recruiting best practices: transparent role summaries, compliance with applicable laws, and respectful candidate communications. If you progress in the process, final hiring decisions and employment terms will be made by the confidential client.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
Negotiate a higher salary! Check the salary ranges for this job type in your area.
View My Salary Range