> Markdown version of [/jobs/ext/1021498-service-desk-agent](https://www.wearedevelopers.com/jobs/ext/1021498-service-desk-agent). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Agent - **Company:** Source Inc. - **Location:** Rockland, MA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, Business Software, Identity and Access Management, Virtual Private Networks (VPN), Microsoft Office, System Center Operations Management, System Center Configuration Manager, Windows Servers, Remote Desktop Services, Azure Active Directory, Web Applications, Information Technology, User Administration, Servicenow, Vmware - **Published:** June 18, 2026 - **Apply:** https://www.dice.com/job-detail/2ff9a2ac-8151-49f2-9a27-9037987fbbf1 ## About the Role * 2-3 years of Phone/Customer support experience Mandatory with excellent communication skills * 2-3 years of Windows Technical Service desk experience is necessary * knowledge Windows 11 and basics of Windows Server * Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc., * ITSM ticketing tools such as Ivanti, ServiceNow etc., * User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc., * Remote desktop connectivity applications, Windows end point support * MS Office Suite and application support * Web Application, VPN knowledge * Administer and provide User account provisioning., * Bachelor's/associate degree in IT, Computer Science, or related field (preferred). * 2-3 years of experience in IT service desk or technical support role. * Experience supporting a bank or financial services environment (preferred). * Basic and Above Average knowledge of: + Windows OS & Microsoft 365 + Active Directory / Azure AD + VPN & MFA + ITIL framework * Excellent communication, customer service, and problem-solving skills. * Ability to work in a fast-paced, highly regulated environment. Educational requirement: * Graduate and preferably BCA or any other Technical Field. * Excellent Communication Skills (Written/Verbal) * Exceptional customer service orientation * Excellent communication skills, both written and verbal * Disciplined, systematic problem-solving skills required. ## Description * Install, configure, and update banking-approved software * Follow all internal controls and policies * Assist in password resets, MFA support, and identity/access management requests. * Identify and report suspicious activity or potential security threats * Maintain a strong focus on data privacy and cybersecurity best practices * Document solutions and create user guides/knowledge base articles * Responsible for installing desktop applications and software * Use the Incident Management System to document and manage problems and work requests and their respective resolutions * Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure * Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs * Route problems to internal 2nd level IT support staff. * Highly self-motivated with keen attention to detail We also want you to have knowledge on: * Ticket Management * Customer Satisfaction * First Call Resolution * Create SOP and Knowledge Base articles for top call generators. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [This Is Not Your Father's .NET](https://www.wearedevelopers.com/videos/967-this-is-not-your-father-s-net) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [Introducing Digital Samba Embedded Video Conferencing API MCP Server](https://www.wearedevelopers.com/videos/1640-introducing-digital-samba-embedded-video-conferencing-api-mcp-server) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam)