Service Desk Agent - Seasonal Hire

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 unlocks Username or login assistance Multi‑factor authentication (MFA) support New 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)