IT Service Desk Agent

· Provide Tier 1 technical support via phone, email, chat, and ticketing system

· Log, categorize, prioritize, and track incidents and service requests

· Troubleshoot Windows OS, Microsoft Office 365, hardware, and basic network connectivity issues

· Perform password resets, user account creation, and access management using Active Directory

· Support remote users using remote desktop tools

· Escalate complex issues to Tier 2 or Tier 3 support teams as needed

· Install software, configure workstations, and assist with hardware setup and maintenance

· Document issues, resolutions, and create knowledge base articles

· Follow established Service Level Agreements (SLAs) and support procedures

· Provide excellent customer service and clear communication to technical and non-technical users

· Monitor and follow up on open tickets to ensure timely resolution

Do you have experience in Windows?, Do you have a High school diploma or GED?, Work Authorization: Must be authorized to work in the United States without current or future sponsorship.

Background Check: Must be able to pass a Criminal Justice Information Systems (CJIS) background check upon hire.

GTS Technology Solutions is seeking Service Desk Agent I professionals to support a 24/7 enterprise service desk environment for a public-sector customer in Dallas, TX. This role is responsible for providing first-level technical support, including troubleshooting hardware, software, and network issues, managing user access, and ensuring timely resolution of service requests. The ideal candidate has strong customer service skills, foundational IT knowledge, and the ability to work in a fast-paced, shift-based support environment., · High school diploma or equivalent

· 1+ year of IT support, help desk, or service desk experience preferred

· Experience supporting Windows OS and Microsoft Office 365

· Basic understanding of networking concepts and troubleshooting

· Experience with Active Directory or user account management preferred

· Familiarity with ticketing systems such as ServiceNow, Jira, or similar

· Strong troubleshooting, problem-solving, and communication skills

· Excellent customer service skills and professional demeanor

· Ability to work flexible shifts in a 24/7 support environment

· Must be able to pass CJIS background requirements

Preferred Qualifications:

· CompTIA A+ certification or similar

· Experience in a 24/7 service desk environment

· Familiarity with ITIL or IT Service Management (ITSM) practices

· Experience using remote support tools, * Please briefly describe your experience with Active Directory, password resets, or user account support.

Experience:

• IT Help Desk or IT Service Desk: 1 year (Required)
• Active Directory: 1 year (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Vision insurance