> Markdown version of [/jobs/ext/4690589-service-desk-agent](https://www.wearedevelopers.com/jobs/ext/4690589-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:** Cornerstone Barricades - **Location:** Carrollton, TX, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Business Software, Microsoft Outlook, Desktop Computing, Multi-Factor Authentication, Issue Tracking Systems, Information Technology Operations, Virtual Private Networks (VPN), Networking Basics, Office365, Peripherals, Laptops - **Published:** November 12, 2026 - **Apply:** https://mb2dental.betterteam.com/service-desk-agent-1/apply ## About the Role * High school diploma or GED. * Customer-service or technical-support experience with demonstrated ability to communicate professionally by phone, email, and chat. * Basic working knowledge of Windows 10/11, computers, printers, peripherals, and common business applications. * Ability to ask effective troubleshooting questions, follow documented procedures, recognize issue priority, and escalate appropriately. * Strong written communication and documentation skills, including the ability to create clear and complete ticket notes. * Ability to manage multiple requests, maintain attention to detail, and work effectively in a fast-paced support environment. * Willingness to learn new tools, dental applications, and support processes. * Ability to lift and move up to 40 pounds for occasional equipment setup or relocation., * One or more years of Service Desk, Help Desk, IT support, desktop support, call-center support, or technical customer-service experience. * Experience with Microsoft 365, Active Directory, password and account support, ticketing systems, and remote-support tools. * CompTIA A+, Microsoft Fundamentals, HDI Customer Service Representative, or a comparable entry-level support certification. * Experience supporting healthcare, dental, multi-location, or other regulated operations. * Familiarity with basic networking concepts, VPN access, internet outages, and dental practice or imaging applications is a plus. ## Description MB2 Dental is seeking a dependable, customer-focused Service Desk Agent to serve as the first point of contact for technology support. This Tier 1 role answers inbound calls and messages, creates and triages tickets, resolves common end-user issues using approved procedures, and routes more complex work to the appropriate support team with complete documentation. The Service Desk Agent supports corporate employees and partner dental offices in a fast-paced, HIPAA-compliant environment. Objectives and Responsibilities: * Answer inbound Service Desk calls and respond to support requests received through email, Teams, voicemail, and approved support channels. * Create a ticket in Issuetrak for every support contact; record the user, practice, business impact, troubleshooting performed, current status, and clearly defined next action. * Categorize and prioritize incidents and service requests based on urgency and business impact, including quickly identifying potential office outages or issues affecting multiple users. * Perform Tier 1 troubleshooting for Windows 10/11 computers, laptops, monitors, docking stations, printers, scanners, phones, mobile devices, and common peripheral issues. * Resolve routine account and access issues, including password resets, account unlocks, multi-factor authentication, basic Microsoft 365 support, and standard access requests that follow documented procedures. * Support common Microsoft 365 applications, including Outlook, Teams, and OneDrive, and provide basic assistance with approved applications and dental-office technology. * Use remote-support tools, knowledge articles, and standard operating procedures to complete known fixes and guide users through basic troubleshooting. * Monitor the IT support mailbox and incoming requests, convert actionable requests into tickets, and route requests to the correct owner when they fall outside Service Desk scope. * Gather complete information for escalations and transfer unresolved or higher-level issues to Service Desk Analyst II, Infrastructure, IT Operations, Field Services, Security, Telecom, or the appropriate vendor. * Maintain ownership of user communication during escalation by providing status updates, documenting handoffs, and confirming the next step or resolution. * Coordinate initial follow-up with internet providers and other vendors for outages or service issues when directed, and document dispatch details, findings, and restoration estimates. * Provide limited desk-side support at headquarters when assigned, while maintaining phone and ticket coverage as the role's primary responsibility. * Follow queue-status, schedule, attendance, and availability procedures to maintain reliable Service Desk coverage. * Participate in the after-hours on-call or overtime rotation as assigned. * Protect confidential information, follow HIPAA and cybersecurity requirements, verify users before completing sensitive requests, and report suspected security incidents immediately. * Identify unclear procedures or recurring issues and recommend updates to knowledge articles, ticket templates, and support workflows. * Perform additional duties as assigned to support evolving business needs., * Consistent phone and channel availability during the assigned shift. * Accurate ticket creation, categorization, prioritization, documentation, and routing. * Timely resolution of documented Tier 1 issues and prompt escalation when the issue exceeds role scope or troubleshooting limits. * Clear, professional user communication and dependable follow-through until ownership is transferred or the request is resolved. * Adherence to service-level, security, privacy, and identity-verification procedures. Reporting Relationship and Work Schedule: * Reports to the IT Service Desk Supervisor or IT Service Desk Manager. * Full-time position with assigned shift coverage based on business needs; typical schedules may include 6:30 a.m.-3:30 p.m., 7:00 a.m.-4:00 p.m., 8:00 a.m.-5:00 p.m., or 9:00 a.m.-6:00 p.m. * Work location may be onsite, remote, or hybrid based on the approved position and operational coverage needs. * Occasional after-hours, weekend, or overtime support may be required.