Job Description
About the position
The Service Desk Agent – Identity & Access Support is an entry‑level IT support
role focused on assisting users with issues related to their user IDs, account
access, and authentication. This position serves as a first point of contact for
basic identity-related requests and incidents, ensuring users can securely
access the systems and tools they need to do their jobs.
This role is ideal for individuals beginning a career in IT who are eager to
learn foundational support skills, follow documented procedures, and deliver
excellent customer service in a structured service desk environment.
- Responsibilities
- Assist users with common user ID and account access issues, including: Password resets and account unlocksUsername or login assistanceMulti‑factor authentication (MFA) supportNew user access requests (per documented procedures)
- Accurately log, update, and resolve tickets in the service desk system following established workflows and SLAs
- Verify user identity before performing access-related actions, in accordance with security policies
- Follow step‑by‑step knowledge articles and standard operating procedures (SOPs) to resolve requests
- Escalate issues to higher‑level support teams when requests fall outside defined scope or require elevated access
- Communicate clearly and professionally with users via phone, chat, or email
- Contribute to knowledge base improvements by identifying gaps or unclear documentation
- Maintain a strong customer‑service mindset while handling routine, repeatable support tasks
- Requirements
- High school diploma or equivalent
- Basic computer skills and familiarity with logging into applications or systems
- Strong communication skills and a willingness to learn
- Ability to follow documented procedures consistently and accurately
- Comfortable working with ticketing systems or learning new tools
- Nice-to-haves
- Coursework, certification, or interest in Information Technology
- Familiarity with concepts such as usernames, passwords, and MFA
- Exposure to customer service, help desk, or call center environments
- IT fundamentals certifications (e.g., CompTIA ITF+, A+, or Microsoft fundamentals)
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