> Markdown version of [/jobs/ext/3104914-service-desk-agent](https://www.wearedevelopers.com/jobs/ext/3104914-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:** GovCIO
- **Location:** Baton Rouge, LA, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $64,376.0
- **Contract:** Permanent contract
- **Skills:** Biometrics, Computer Networks, Data Logging, Software Troubleshooting
- **Published:** September 27, 2026
- **Apply:** https://dejobs.org/x/x/569FA3ADBD1A4695B24E1C3A338B0EBC/job/

## About the Role

High school diploma with 3 years of relevant experience., * 3 years experience in IT service desk support, serving as the initial point of contact for all IT service management activities

 * Demonstrates proficiency in logging, classifying, and routing incidents and service requests received via phone, chat, and email, ensuring accurate and prompt documentation following Knowledge Base Articles (KBAs)
 * Has experience in basic troubleshooting based on KBAs, assist users with PIV access resolution, and appropriately escalate complex issues to higher tiers or specialized teams
 * Understands the lifecycle management of call records, incidents, and service requests, ensuring proper categorization and marking of related records during major incidents
 * Demonstrates foundational technical skills in basic hardware and software troubleshooting, Microsoft Windows and Apple operating system fundamentals, and essential networking concepts, further complemented by an understanding of IT service management best practices
 * Possesses strong interpersonal and communication skills, enabling effective interaction with end-users and facilitating smooth coordination with other IT support teams

Clearance Required: US citizenship is required to attain and maintain a DHS/TSA clearance, * A valid photo ID must be presented during each interview

 * During the Hiring Process
 * Enhanced Biometrics ID verification screening
 * Background check, to include:
 * Criminal history (past 7 years)
 * Verification of your highest level of education
 * Verification of your employment history (past 7 years), based on information provided in your application

## Description

* Uses foundational IT service desk skills, serving as the initial point of contact for all IT service management activities
 * Logs, classifies, and routes incidents and service requests received via phone, chat, and email, ensuring accurate and prompt documentation following Knowledge Base Articles (KBAs)
 * Provides basic troubleshooting based on KBAs, assist users with PIV access resolution, and appropriately escalate complex issues to higher tiers or specialized teams
 * Provides lifecycle management of call records, incidents, and service requests, ensuring proper categorization and marking of related records during major incidents
 * Determines VIP caller criteria and updates tickets accordingly
 * Uses foundational technical skills in basic hardware and software troubleshooting, Microsoft Windows and Apple operating system fundamentals, and essential networking concepts, further complemented by an understanding of IT service management best practices


## Related Videos

- [Distributed search under the hood](https://www.wearedevelopers.com/videos/256-distributed-search-under-the-hood)
- [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain)
- [Biometric Phone Chargers, $40m Domain Names & AI Movies Winning Awards - Peter Kröner](https://www.wearedevelopers.com/videos/1810-biometric-phone-chargers-40m-domain-names-ai-movies-winning-awards-peter-kroner)
- [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector)
- [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync)
- [Beyond authentication: an open-source trust model for the agentic web](https://www.wearedevelopers.com/videos/100076-beyond-authentication-an-open-source-trust-model-for-the-agentic-web)

## Related Articles

- [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers)
- [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv)
- [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)
- [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing)
- [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking)
- [Should senior developers refuse interview coding challenges?](https://www.wearedevelopers.com/magazine/29-should-senior-developers-refuse-interview-coding-challenges)