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Service Desk Agent Ii Jobs (NOW HIRING)

ASM Research

Service Desk Agent II

$17.50 - $22.25/hr

Associate's degree in IT, Computer Science, or a related field, or equivalent relevant work experience. * 4-7 years of experience in IT support, service desk, or help desk roles providing direct end ...

Analygence

Service Desk Agent

Washington, DC

$18 - $23.25/hr

Tharros has an immediate opportunity for a Service Desk Agent supporting DHS CISA in Arlington, VA. CISA is supported by a 24/7 Service Desk (SD) section that works directly with the NCR and PNS ...

Analygence

Service Desk Agent

Washington, DC · On-site

$18 - $23.25/hr

Description Tharros has an immediate opportunity for a Service Desk Agent supporting DHS CISA in ... Must have three years of related experience including minimum 2 years working directly with ...

Omniscius Consulting

Service Desk Agent

Morgantown, WV · On-site

$17.50 - $22.50/hr

Our client is seeking qualified Service Desk Agents to provide Tier I and Tier II technical support services in a fast-paced help desk environment. The Service Desk Agent will support agency ...

AboveAir Technologies

Service Desk Agent

Frederick, MD · On-site

$18 - $21/hr

Service Desk Agent AboveAir Technologies - Frederick, MD Company Overview AboveAir Technologies ... * 2+ years of experience in customer service, call center environment, sales support in a ...

Inficare Technologies

Service Desk Agent

Dallas, TX · On-site

$16.75 - $21.50/hr

Service Desk Agent Location: Dallas, TX (Onsite) Job Type: Contract Duration: 6 Months Job Overview Our client is seeking experienced, customer-focused Service Desk Agents to join a flexible and ...

Tata Consultancy Services

Service Desk Agent

Columbus, OH · On-site

$16.50 - $21/hr

Tata Consultancy Services is a leading IT services company, and they are seeking a Service Desk Agent to assist with technical support. The role involves diagnosing and resolving technical issues ...

STI

IT Service Desk Agent

Charlotte, NC · On-site

$16.50 - $21.25/hr

The candidate will be required to work onsite at least two days a week in Charlotte, NC. Duration: 9+ Months Typical Experience: 12-36 months Description: The IT Service Desk Agent I will provide ...

Cayuse Holdings

Service Desk Agent

$19.50 - $21/hr

Service Desk Agent LOCATION: Remote PAY RATE: $19.50-$21.00 per hour EMPLOYEE TYPE: Full-Time Hourly Non-Exempt The Work The Service Desk Agent delivers high-quality, customer-focused technical ...

Dental Office

Service Desk Agent

Carrollton, TX

$16.50 - $21/hr

... Agent to join our IT Support team in Carrollton, TX! This role is responsible for providing first ... Escalate complex issues to Tier 2 or specialized teams with clear documentation. * Service Desk ...

MB2 Dental

Service Desk Agent

Carrollton, TX · On-site

$16.50 - $21/hr

... Agent to join our IT Support team in Carrollton, TX! This role is responsible for providing first ... Escalate complex issues to Tier 2 or specialized teams with clear documentation. * Service Desk ...

SAIC

Service Desk Agent

KY · Remote

$40K/yr

The DOT junior agent is the first line of contact with the DOT customer base. This role may not be ... High School and 1-2 years of sufficient IT help desk / technical service experience supporting a ...

MB2 Dental

Service Desk Agent

Carrollton, TX

$16.50 - $21/hr

... Agent to join our IT Support team in Carrollton, TX! This role is responsible for providing first ... Escalate complex issues to Tier 2 or specialized teams with clear documentation. * Service Desk ...

Fotona

Service Desk Agent - (Irving, TX)

Irving, TX · On-site

$15.75 - $20/hr

The Service Desk Agent will be a key team player for the Service Department, providing support to our customers around the US. The Service Desk Agent will receive, screen, respond to, and distribute ...

InfiCare Technologies

Service Desk Agent

Dallas, TX · On-site

$16.75 - $21.50/hr

Service Desk Agent Location: Dallas, TX (Onsite Role) Contract Role Duration: 6 Months Job Summary: * We are looking for experienced, customer-focused Contact Center Representatives to join a ...

Fotona

Service Desk Agent - (Irving, TX)

Irving, TX · On-site

$15.75 - $20/hr

The Service Desk Agent will be a key team player for the Service Department, providing support to our customers around the US. The Service Desk Agent will receive, screen, respond to, and distribute ...

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Service Desk Agent Ii information

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$13

$19

$27

How much do service desk agent ii jobs pay per hour?

As of Jul 13, 2026, the average hourly pay for service desk agent ii in the United States is $19.70, according to ZipRecruiter salary data. Most workers in this role earn between $16.35 and $20.91 per hour, depending on experience, location, and employer.

How does a Service Desk Agent II typically handle escalated technical issues, and what support is available when facing complex problems?

As a Service Desk Agent II, you will often be the first point of escalation for more complex technical issues that entry-level agents cannot resolve. You are expected to conduct advanced troubleshooting, document solutions, and sometimes work directly with specialists or higher-tier support teams. Collaboration is key; you’ll have access to knowledge bases, experienced colleagues, and escalation procedures to assist with particularly challenging cases. Continuous learning and strong communication skills are vital in this role, as you’ll bridge the gap between users and more specialized IT staff.

What are the key skills and qualifications needed to thrive as a Service Desk Agent II, and why are they important?

To thrive as a Service Desk Agent II, you need a solid understanding of IT support principles, troubleshooting, and customer service, often supported by experience in technical support and a relevant associate’s degree or certifications like CompTIA A+. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and knowledge base platforms is typically required. Strong communication skills, patience, and the ability to manage multiple priorities effectively help agents excel in assisting users and resolving issues efficiently. These skills ensure timely and effective technical support, leading to improved user satisfaction and smooth business operations.

What are Service Desk Agent II?

A Service Desk Agent II is a mid-level IT support professional who assists employees or customers with technical issues related to computer systems, software, and hardware. They handle more complex problems than entry-level agents and may escalate unresolved issues to specialized teams. Their responsibilities often include troubleshooting, providing guidance, documenting incidents, and ensuring that IT services run smoothly. Service Desk Agent II roles require strong communication skills, technical knowledge, and experience with help desk tools.

What is the difference between Service Desk Agent Ii vs Service Desk Technician?

AspectService Desk Agent IiService Desk Technician
CertificationsCompTIA A+, HDI-SCA, ITIL FoundationCompTIA A+, HDI-SCA, ITIL Foundation
Work EnvironmentHelp desk, call center, remote supportHelp desk, on-site support, remote
Employer & IndustryIT service providers, corporate IT departmentsIT support teams, corporate and MSPs
Search & Comparison IntentYesYes

The Service Desk Agent Ii and Service Desk Technician roles share similar certifications, work environments, and industry usage. The main difference often lies in the scope of responsibilities, with Service Desk Agent Ii typically focusing on initial support and troubleshooting, while Service Desk Technicians may handle more complex technical issues. Both roles are essential in IT support teams and are frequently compared by job seekers and employers alike.

More about Service Desk Agent Ii jobs
What job categories do people searching Service Desk Agent Ii jobs look for? The top searched job categories for Service Desk Agent Ii jobs are:
Service Desk Agent Ii jobs near you
Infographic showing various Service Desk Agent Ii job openings in the United States as of July 2026, with employment types broken down into 94% Full Time, 4% Part Time, and 2% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $40,985 per year, or $19.7 per hour.
Service Desk Agent II

Service Desk Agent II

ASM Research

Remote

$17.50 - $22.25/hr

Full-time

Posted 3 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

27th of 210 rated it services

Job description

Position Overview
The Customer Service Representative provides first-level technical support for users of enterprise IT services in a highly regulated government environment, serving as the primary point of contact for incidents and service requests. The role gathers detailed information, troubleshoots hardware, software, account, and connectivity issues, and either resolves them or routes tickets to higher-tier teams while maintaining clear communication on status and expectations. It also leverages IT service management tools to log, track, and update tickets, and contributes to knowledge articles, user guidance, and basic training to improve self-service and reduce recurring issues across mission-critical systems.
Key Responsibilities
  • Provide frontline troubleshooting for common end-user issues such as workstation, peripheral, operating system, collaboration, and basic network access problems using standard diagnostic procedures and scripts.
  • Log, categorize, and prioritize incidents and service requests in IT service management tools, ensuring accurate detail, impact, and urgency are captured for efficient resolution.
  • Follow established workflows and escalation paths to route complex or high-impact issues to specialized support teams while maintaining ownership of user communication and expectations.
  • Guide users through step-by-step resolutions and how-to assistance for approved software, authentication methods, remote access solutions, and standard enterprise tools in a federal IT environment.
  • Document troubleshooting steps, resolutions, and workarounds to enrich the knowledge base and support consistent handling of recurring issues.
  • Apply data security and compliance best practices during support activities, including identity verification, proper handling of sensitive information, and adherence to access control procedures.
  • Use reports and ticket trends to identify recurring problems and recommend improvements to documentation, training, or standard configurations that reduce incident volume and improve user satisfaction.

Required Qualifications
  • Associate's degree in IT, Computer Science, or a related field, or equivalent relevant work experience.
  • 4-7 years of experience in IT support, service desk, or help desk roles providing direct end-user technical assistance.
  • Knowledge of IT support principles and experience with IT service management tools such as ServiceNow, JIRA, or similar platforms.
  • Strong problem-solving, analytical, communication, and interpersonal skills with the ability to manage multiple tasks effectively in a high-volume service desk environment.
  • Demonstrated attention to detail and organizational skills, including experience with root cause analysis, user training, and documentation of support procedures.
  • Ability to obtain and maintain a SECRET security clearance and U.S. citizenship as required.

Preferred Qualifications
  • Bachelor's degree in an IT-related field.
  • Experience supporting users in secure or classified environments, including familiarity with policies governing controlled systems and restricted data.
  • Hands-on experience with ITSM tools for queue management, SLA tracking, and knowledge article linkage within a formal service desk or call center.
  • Relevant certifications such as CompTIA A+ or ITIL Foundation.

Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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