Service Desk Agent (Remote)
Tandym Group ·careers.tandymgroup.com
Apply directA recognized services organization has a Remote opportunity awaiting a new Service Desk Agent. In this role, the Service Desk Analyst will be responsible for providing Level 1 IT support by handling service requests and resolving incidents primarily via telephone.
Responsibilities:
- Troubleshoot system hardware, software, and peripheral equipment
- Diagnose and resolve customer-reported incidents, problems, and events
- Install, configure, and provision hardware/software in accordance with organizational standards
- Administer user accounts, network rights, and access permissions
- Provide first-level IT support via phone, handling inbound and outbound calls professionally
- Maintain proper phone login/logout compliance during assigned shifts
- Create, update, and manage incident tickets throughout their entire lifecycle
- Classify, prioritize, and escalate incidents per established procedures
- Ensure strict accuracy and completeness of all ticket data (categorization, assignment, resolution details)
- Perform proactive outreach for incidents nearing SLA deadlines
- Confirm resolution and conduct quality checks prior to closing tickets
- Perform other duties, as needed
Qualifications:
- High School diploma or equivalent.
- Proven experience with incident ticketing and event management systems
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Strong analytical and problem-solving skill
- Great interpersonal and communication skills
Desired Qualifications:
- 3+ years of dedicated Service Desk or IT technical support experience
- CompTIA A+ or equivalent certification
- Experience utilizing ServiceNow
Frequently asked questions
Who is hiring for the Service Desk Agent (Remote) role?
Tandym Group is hiring for the Service Desk Agent (Remote) position, a Shazamme client. Apply directly on the employer's career site.
Where is the Service Desk Agent (Remote) job located?
The Service Desk Agent (Remote) role with Tandym Group is based in Herndon, VA, US. The role is remote-friendly.
Is the Service Desk Agent (Remote) role remote?
Yes — the Service Desk Agent (Remote) position at Tandym Group is remote. Candidates based in US are preferred.
What does the Service Desk Agent (Remote) role pay?
Tandym Group lists the Service Desk Agent (Remote) role at USD 10–19 per hour.
Is the Service Desk Agent (Remote) role full-time or contract?
This is a full time position at Tandym Group.
What experience level is the Service Desk Agent (Remote) role?
The Service Desk Agent (Remote) position is aimed at mid-level candidates.
How do I apply for the Service Desk Agent (Remote) role at Tandym Group?
Apply directly on Tandym Group's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.