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# Service Desk Agent

- **Company:** Hexaware Technologies
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Microsoft Outlook, Ethernet, Issue Tracking Systems, Microsoft Office, Networking Basics, Microsoft PowerPoint, Remote Service Software, Software Systems, Wi-Fi Technology, Computer Equipment
- **Published:** August 28, 2026
- **Apply:** https://www.dice.com/job-detail/77d44f0f-e39e-44d9-b00c-c10fe52f838d

## About the Role

* HS Diploma or equivalent.
 * PC Hardware.
 * Mobile device usage, configuration, and troubleshooting (Apple and Android).
 * Windows 10 usage, configuration, and troubleshooting.
 * Remote Support Tools.
 * Basic Networking knowledge (Wi-Fi and ethernet).
 * Active Directory.
 * Software Installation.
 * Microsoft Office (Excel, Word, PowerPoint, Outlook) troubleshooting and usage in a corporate environment.

Additional Skills:

 * Critical thinking
 * Customer service orientated
 * Detail oriented
 * Technical troubleshooting
 * Active listening
 * Ability to communicate technical information to a non-technical audience
 * Self-motivated

Requirements for working from home:

 * Quiet environment away from distractions.
 * Highspeed internet (ethernet to router connection for supplied equipment is necessary to maintain consistent call quality).
 * Enough space to accommodate supplied equipment required for job function: Laptop(s), iPads, monitor.

## Description

Position Summary: Level 1 Service Desk Agent will:

 * Provide initial support for customer requests via telephone, email, chat, or other available means of contact to the Support Center
 * Quickly assesses the user s issue and provides first level support for problem resolution. Document information specific to the resolution and escalates unresolved issues expeditiously to the appropriate area
 * Require familiarity with most MS Office and other industry standard applications as well as good working knowledge of laptop and desktop functionality
 * Work under close supervision and typically reports to the Service Desk Manager, * Answer incoming calls and requests, troubleshoot, solve problems, and provide resolutions to supported users within the contracted scope of support for each client
 * Process and document user interactions using supplied ticketing system, knowledge base and other resources
 * Help users with software and login issues
 * Perform failure analysis to evaluate all processes and diagnose all software systems
 * Serve as liaison between helpdesk and desktop support
 * Troubleshoot and assist with a variety of issues on both PC, iPad, and iPhone
 * Perform root cause analysis
 * Remote software installs
 * Follow through with users whose issues are not closed on initial contact, which may include additional communication with the user, a supervisor, or other support areas within the team, i.e., Hardware Liaison, Technical Liaison, etc.
 * Respond to miscellaneous request and research from internal staff as directed by the Supervisor.
 * Attend job related training
 * Complete Weekly Personal Time Watch


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